Jobs → Data & Analytics → CCaaS Systems Analyst

About the Role The ideal candidate will work closely with business and technology teams to gather requirements, support system integrations, troubleshoot issues, coordinate testing, manage defects, and ensure successful delivery of system changes and releases. Key Responsibilities • Serve as an SME on the NICE Contact Center platform, including functionality and integrations • Support the design and development of a custom, user-friendly agent desktop • Gather business requirements and translate them into technical requirements and user stories • Collaborate with business and technical teams to evaluate solutions and resolve issues • Review system requirements, integrations, data flows, and technical impacts • Support Agile delivery, including sprint planning, testing, and implementation • Troubleshoot system, integration, and data-related issues • Support UAT and system testing to ensure solutions meet business requirements • Manage defects and coordinate issue resolution • Maintain technical documentation and process flows • Support ongoing system enhancements and production releases Requirements • Strong experience with the NICE Contact Center platform • CCaaS and Contact Center system expertise • Experience in system analysis and requirements gathering • Knowledge of integrations, data flows, and technical dependencies • Experience with Agile delivery, UAT, testing, and defect management • Strong communication, stakeholder management, and problem-solving skills