Nice CXOne Business Analyst

Miratech is a global IT services and consulting company that supports digital transformation for large enterprises. The CXOne Business Analyst is responsible for gathering and analyzing business requirements to enhance contact center performance and support digital transformation initiatives.

Responsibilities:

• 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

Requirements:

• 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
• Experience with CRM platforms (e.g., Salesforce, Microsoft Dynamics 365)
• Knowledge of reporting tools and data visualization platforms
• Agile/Scrum experience