CCaaS Business Systems Analyst

Job Description

Position Overview

We are seeking a highly skilled Business Systems Analyst to serve as a key liaison between business partners, technology teams, and stakeholders. This role is responsible for gathering and documenting business requirements, advising on best practices and standards, evaluating potential solutions and costs, and ensuring successful delivery of initiatives from inception through completion.

The ideal candidate brings deep knowledge of NICE CXOne, experience within the healthcare industry(Healthcare Provider/Paye), and strong Agile delivery capabilities.

Business Analysis & Requirements Management

• Meet with business customers to understand objectives, challenges, and desired outcomes.
• Translate business needs into clear, comprehensive requirements, user stories, process flows, and acceptance criteria.
• Recommend best practices, standards, and solution approaches based on industry knowledge and system capabilities.
• Perform impact assessments and provide cost and effort estimations for proposed solutions.

Project Ownership & Delivery

• Manage work from initial request through full implementation, ensuring timelines, scope, and quality expectations are met.
• Maintain alignment between business priorities and technical execution throughout the project lifecycle.
• Keep managers, stakeholders, and cross-functional teams informed with clear, proactive communication.
• Coordinate with development, testing, architecture, and operational teams to drive successful outcomes.

NICE CXone Expertise:

• Support business and technical teams in the design and enhancement of contact center call flows, bot flows, and associated customer-interaction systems.
• Collaborate with teams working on related NICE CXone modules—including Workforce Engagement Management (WEM), Speech & Text Analytics, Quality & Compliance, and other CX optimization tools.
• Ensure requirements for IVA/IVR flows, routing strategies, analytics, and reporting align with customer experience goals.

Agile Delivery & Work Management

• Work within Agile teams to write, refine, and manage features, epics, and user stories.
• Utilize tools such as Azure DevOps (ADO) or similar Agile management platforms to track work, document updates, and maintain transparency.
• Participate in standups, sprint planning, refinement sessions, and retrospectives.

Required

• 5+ years of experience as a Business Systems Analyst, Senior Analyst, or similar role.
• Proven experience defining and managing business and technical requirements from concept to delivery.
• Hands-on experience with NICE CXOne, including call flows, bot flows, and other CX modules.
• Experience working in Agile environments, including writing and refining features and user stories.
• Strong communication, documentation, facilitation, and organizational skills.
• Ability to manage multiple initiatives simultaneously while maintaining attention to detail.