Senior Nice CXOne Business Analyst

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

📋 Description

• Collaborate with contact center stakeholders to collect, assess, and document both business and technical requirements.

• Convert operational challenges into scalable solutions utilizing NICE CXone.

• Configure and provide support for CXone modules, including ACD, IVR call flows, and omnichannel routing (voice, chat, email, SMS).

• Design and enhance routing strategies, skill-based distribution, call flows, and SLA logic to boost operational efficiency.

• Assist with the complete implementation lifecycle, encompassing solution design, configuration guidance, SIT, UAT, and go-live support.

• Validate routing logic, ensure reporting accuracy, assess integrations, and evaluate overall system performance.

• Monitor and assess contact center KPIs such as AHT, SLA, FCR, and CSAT.

• Deliver actionable insights and suggest process and system enhancements that align with business objectives.

• Work alongside technical teams on APIs, integrations, enhancements, and troubleshooting production issues.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field.

• Over 7 years of professional experience.

• At least 4–5 years of experience with contact center technologies.

• A minimum of 2–3 years of hands-on experience with NICE CXone.

• Strong grasp of contact center operations, KPIs, and routing logic.

• Demonstrated experience in configuring ACD, IVR, and omnichannel solutions.

• Experience in supporting implementation, migration, or transformation projects.

• Strong analytical abilities; proficiency in Excel and a working knowledge of SQL is preferred.

• Familiarity with APIs, integrations, and system architecture.

• NICE CXone certification is a plus.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Competitive pay and benefits.

• Professional development opportunities.

• Mentorship and talent investment programs.

• Internal mobility and internship opportunities.

• Engagement in social sustainability initiatives.