Systems Sr Analyst (IT)

Job Description: Senior Systems Analyst (NICE CXone)

Job Title: Senior Technical Business Analyst
Team: NICE CXone (under SE - Customer Experience)

General Purpose of the Job

The Senior Technical Business Analyst acts as the critical bridge between business stakeholders, the Technical Product Manager (TPM), and the engineering team. This role is responsible for supporting the continued growth and strategic importance of the Village's NICE CXone contact center platform, which will scale to support approximately 2,500 agents across 20+ Engagement Centers.

Operating with a strong focus on execution, translation, and detail, this role requires a deep blend of business acumen and technical proficiency. You will gather complex business demands, translate them into highly specific, actionable technical specifications, and help drive successful delivery. This individual will play a pivotal role in ensuring that upcoming features, including advanced AI capabilities, are successfully designed, mapped, and deployed to meet the unique demands of each contact center.

Essential Duties and Responsibilities

Requirements Gathering, Translation, & Technical Design

• Stakeholder Collaboration: Actively collaborate with business stakeholders, product managers, and end-users to gather, analyze, and document complex requirements for the NICE CXone platform and upcoming AI capabilities.
• Technical Translation: Translate high-level business requirements and use cases into clear, detailed, and actionable technical specifications for the engineering and configuration teams.
• Process & Data Mapping: Develop and document comprehensive process flow diagrams, data mapping documents, architecture overviews, and screen layouts to guide development.
• Root Cause & Systems Analysis: Analyze information and data related to platform configuration; perform root cause analysis on system deficiencies and identify opportunities to automate and optimize contact center processes.
• Technical Querying: Utilize technical skills (e.g., SQL) to query data, validate results, and support data-driven decision-making.

Delivery & Backlog Management

• Delivery Facilitation: Partner with the TPM and engineering teams to organize and drive the execution of development tasks, ensuring seamless delivery of features from requirements through deployment.
• Backlog Management: Work closely with the TPM to groom and refine the product backlog, ensuring technical requirements, user stories, and tasks are clearly defined, properly estimated, and ready for development.
• Delivery Tracking & Resolution: Proactively identify and help clear roadblocks for the development team to ensure delivery cycles stay on track and technical commitments are met.
• Project Execution: Monitor project deadlines, coordinate heavy-lift deployments, and negotiate commitments between business units and IT from initial requirements to final implementation.

Testing & Quality Assurance

• Test Planning: Define, develop, and implement comprehensive test plans, test cases, and conditions for new CXone features and routing changes.
• UAT Coordination: Coordinate and facilitate User Acceptance Testing (UAT) with Engagement Center stakeholders to ensure solutions meet unique operational demands.
• QA Collaboration: Collaborate with Quality Assurance teams to ensure configurations and AI integrations meet strict functional, performance, and compliance requirements.

Education & Experience

• Education: Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field required.
• Experience: Minimum of 5-7+ years of technical or business systems analysis experience.
• Contact Center Expertise: Proven experience supporting and configuring enterprise-level Contact Center as a Service (CCaaS) platforms. Direct experience with NICE CXone is highly preferred.
• Agile Delivery Experience: Strong experience working within Agile software development environments (SDLC). Experience driving feature delivery, managing technical backlogs, and supporting agile delivery practices is required.
• Scale: Experience building, specifying, and supporting critical business applications at scale (e.g., thousands of concurrent users).

Technical & Soft Skills

• Systems & Tools: Advanced proficiency in process mapping tools (e.g., Visio, Lucidchart), project management and ticketing software (e.g., Jira, Azure DevOps), and MS Excel.
• Data & Web Technologies: Proficiency in SQL and understanding of database design principles required. Basic knowledge of HTML, XML, API integrations, and web technologies is preferred.
• Communication & Translation: Excellent written and verbal communication skills, with a demonstrated ability to explain complex technical concepts to non-technical audiences and vice versa.
• Problem Solving: Strong analytical and problem-solving skills with a meticulous attention to detail and an ability to "think outside the box."
• Team Collaboration: Demonstrated ability to work well with cross-functional groups, facilitate effective team interactions, and operate in a lean, fast-paced environment.

Work Environment

• Physical Demands: Standard office environment; ability to sit for extended periods and use a computer.
• Travel: May require travel up to 20% depending on project needs.