THE POSITION: As a Technical Business Analyst for the NICE CXone platform, you will be responsible for understanding business needs, translating them into technical specifications, and working closely with technical teams to deliver effective solutions. This role involves working on the migration from Cisco platforms to NICE CXone, as well as integrating with systems like Salesforce CRM. You will serve as a key liaison between business stakeholders and the technical teams, ensuring that the solutions meet business requirements and align with industry best practices.ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:Business Requirements Gathering & Analysis:Collaborate with business stakeholders to gather, define, and document detailed business requirements for contact center solutions using the NICE CXone platform.Analyze existing processes, workflows, and systems (including Cisco platforms) to identify areas for improvement and optimize the contact center environment.Work closely with business users to understand their needs and translate them into actionable technical specifications.System Configuration & Design Support:Provide support to the CCaaS Configuration Specialist by helping define system requirements for the configuration of NICE CXone call routing, IVR systems, and reporting tools.Assist with designing and optimizing call flows and IVR systems based on business requirements and best practices.Help create technical documentation and user stories that align with business needs and support the technical design and implementation process.Migration & Integration Planning:Support the migration process from existing platforms to NICE CXone, ensuring that business requirements are met during the transition and integration phases.Assist in the integration of NICE CXone with Salesforce CRM, focusing on mapping business processes, ensuring seamless data flow, and maintaining consistency across platforms.Help identify and address potential risks, gaps, and issues during migration and integration efforts.Stakeholder Communication & Collaboration:Serve as a liaison between business users, technical teams, and external vendors to ensure that all requirements are well understood and met.Facilitate communication between business leaders, project managers, and the technical team to ensure alignment on objectives, timelines, and deliverables.Communicate complex technical concepts to non-technical stakeholders to ensure full understanding and buy-in.Testing & Quality Assurance:Assist in the creation of test plans and support testing efforts to ensure the successful implementation of business requirements in the NICE CXone platform.Collaborate with QA teams to develop and execute test cases for the system, ensuring the configuration works as expected and meets business needs.Help troubleshoot and resolve issues during the testing phase and production implementation.Documentation & Reporting:Document business requirements, system designs, and other key project artifacts to maintain a comprehensive record of the project.Create reports and dashboards to track project progress, issues, and outcomes for stakeholders.Ensure all documentation is maintained to support future system changes and upgrades.Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.All other duties as assigned.Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.EXPECTATIONS OF THE JOB:Travel (0-5%)Hours (40 hours per week)The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.An individual in this position must be able to successfully perform the expectations listed above.