The CXOne Business Analyst is responsible for gathering, analyzing, and translating business requirements into functional solutions within the NICE CXOne platform. This role works closely with stakeholders, operations teams, IT, and CXone developers/administrators to enhance contact center performance, optimize workflows, 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