Operational Analyst – Telephony Product Configuration

This is a fully remote position, open to applicants in Texas.

📋 Description

• Configure and manage the telephony system to ensure it satisfies business requirements and operates efficiently, helping teams achieve their SLAs and KPIs.

• Implement configuration changes adhering to established standards and design guidelines.

• Engage in functional and regression testing, including executing test cases and validating expected outcomes.

• Record all configuration decisions, dependencies, and their impacts.

• Support enterprise governance standards related to configuration, naming conventions, versioning, and change management.

• Assist with pre-go-live testing, post-go-live stabilization, and production validation.

• Maintain thorough documentation to facilitate knowledge transfer and minimize single-point dependencies.

• Collaborate with operational leaders to gain insight into business needs and challenges.

• Work closely with PXOs, technology teams, and other Operational Analysts within PEO to provide cohesive solutions.

• Aid reporting and enablement teams by supplying configuration context and functional insights.

• Effectively operate within an agile, matrix-based environment.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, a related field, or equivalent experience.

• 1–3 years of experience in operations analysis, business analysis, telephony, or customer experience platform support roles.

• Familiarity with omnichannel environments.

• Experience in configuring or supporting enterprise CX/WFO/WEM platforms such as Verint, NICE, Genesys, Calabrio, or similar solutions, with a strong preference for NICE CXOne or AWS Connect.

• Experience in supporting system implementations, enhancements, or preferred migrations.

🏝️ Benefits

• Generous, flexible vacation policy.

• 401(k) employer match.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.