Engage with contact center stakeholders to gather, analyze, and document business and technical requirements, translating operational challenges into scalable solutions within NICE CXone
Configure and support CXone modules including ACD, IVR call flows, omnichannel routing (voice, chat, email, SMS), Workforce Management (WFM), and Quality Management
Design and optimize routing strategies, skill-based distribution, call flows, and SLA logic to improve operational efficiency
Support end-to-end implementation lifecycle including solution design, configuration guidance, SIT, UAT, and go-live support
Validate routing logic, reporting accuracy, integrations, and overall system performance
Monitor and analyze contact center KPIs such as AHT, SLA, FCR, and CSAT to drive performance improvements
Provide actionable insights and recommend process and system enhancements aligned with business goals
Collaborate with technical teams on APIs, integrations, enhancements, and production issue troubleshooting to ensure platform stability

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related technical field
7+ years of overall professional experience
Minimum 4–5 years of experience in contact center technologies
Minimum 2–3 years of hands-on experience with NICE CXone
Strong understanding of contact center operations, KPIs, and routing logic
Proven experience configuring ACD, IVR, and omnichannel solutions
Experience supporting implementation, migration, or transformation projects
Strong analytical skills; proficiency in Excel and working knowledge of SQL preferred
Understanding of APIs, integrations, and system architecture
NICE CXone certification is a plus.

Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
Work From Anywhere Culture : make the most of the flexibility that comes with remote work.
Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
Global Impact : collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

Business Analyst

Key skills