NICE CXone Business Systems Analyst - Plano, TX
Photon · US
Key Responsibilities - Act as a Business Systems Analyst for IVR applications supporting collections. - Work extensively with NICE CXone (Studio, IVR flows,...
Job description
Key Responsibilities: - Act as a Business Systems Analyst for IVR applications supporting collections. - Work extensively with NICE CXone (Studio, IVR flows, reporting, and integrations). - Gather, analyze, and document business and functional requirements for IVR enhancements and new features. - Collaborate with business stakeholders, product owners, and technical teams to translate requirements into testable solutions. - Create and execute test plans, test cases, and test scripts for IVR call flows and integrations. - Perform functional, regression, integration, and UAT testing for IVR systems. - Validate IVR call flows, prompts, routing, self-service options, and error handling. - Support testing related to collections use cases such as payment processing, account authentication, delinquency routing, and call deflection. - Identify, document, and track defects through resolution. - Ensure compliance with business rules, regulatory requirements, and quality standards. - Participate in release planning, deployments, and post-production validation. Required Qualifications: - 5+ years of experience as an IVR BSA, IVR Tester, or similar role. - Hands-on experience with NICE CXone (re...