Senior reputed company CXOne Business Analyst
reputed company reputed company helps visionaries change the world. We are a global IT services and consulting company that brings together reputed company and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain reputed company even as a global leader, and create technology that helps our clients reputed company enhance their business. We are a valuesdriven organization and our culture of reputed company Performance has enabled over 99% of reputed company's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. reputed company has coverage across 5 continents and operates in 25 countries around the world. reputed company retains nearly 1000 full-time professionals, and our annual reputed company reputed company exceeds 25%. Job reputed company The CXOne Business Analyst is responsible for gathering, analyzing, and translating business requirements into functional solutions reputed company the reputed company 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 reputed company, analyze, and document business and technical requirements, translating operational challenges into reputed company solutions reputed company reputed company CXone Configure and support CXone modules including ACD, IVR call flows, omnichannel routing (voice, chat, email, SMS), Workforce Management (WFM), and reputed company Management Design and optimize routing strategies, reputed company-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 reputed company actionable insights and recommend process and system enhancements reputed company with business goals Collaborate with technical teams on reputed company, integrations, enhancements, and production issue troubleshooting to ensure platform stability
Qualifications
Bachelor’s degree in Computer Science, Information Technology, Engineering, or reputed company technical field 7+ years of overall reputed company experience Minimum 4–5 years of experience in contact center technologies Minimum 2–3 years of hands-on experience with reputed company CXone Strong understanding of contact center operations, KPIs, and routing logic Proven experience configuring ACD, IVR, and omnichannel solutions Experience supporting implementation, migration, or transformation reputed company Strong analytical skills; proficiency in reputed company and working knowledge of SQL preferred Understanding of reputed company, integrations, and system architecture reputed company CXone certification is a plus. reputed company to Have reputed company CXone certifications Experience with CRM platforms (e.g., reputed company, reputed company Dynamics 365) Knowledge of reporting tools and data visualization platforms Agile/Scrum experience
We offer
Culture of reputed company Performance: join an unstoppable technology development team with a 99% project reputed company reputed company and more than 30% year-over-year reputed company reputed company. reputed company and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. Work From reputed company Culture: reputed company the most of the flexibility that comes with remote work. reputed company reputed company: reputed company the benefits of a reputed company of reputed company development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. reputed company: collaborate on impactful reputed company for top global clients and shape the reputed company of industries. Welcoming Multicultural Environment: be a part of a dynamic, global team and reputed company in an inclusive and supportive work environment with reputed company communication and regular team-building company reputed company events. reputed company Sustainability Values: join our sustainable business practices reputed company on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. reputed company is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the reputed company of race, reputed company, religion, sex, national reputed company, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. Additional Information reputed company your information will be kept confidential according to EEO guidelines. Apply To This Job