About this role

Support the optimization of our telephony platform within the Performance Enablement Organization (PEO).
Translate business, operational, and compliance requirements into clear, well-documented system configurations.
Focus on hands-on configuration, testing, and documentation.
Partner closely with operational leaders, Product Experience Owners (PXOs), reporting, enablement, and technology teams to configure, test, and maintain our telephony solution aligned to best practices and enterprise standards.

Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, related field, or equivalent experience
1–3 years of experience in operations analysis, business analysis, telephony or CX platform support roles
Exposure to omnichannel environments
Experience configuring or supporting enterprise CX/WFO/WEM platforms such as Verint, NICE, Genesys, Calabrio, or comparable solutions with NICE CXOne or AWS Connect strongly preferred.
Experience supporting system implementations, enhancements, or preferred migrations

Operational Analyst – Telephony Product Configuration

Key skills