Act as IVR Business Systems Analyst for collections using NICE CXone: gather and document requirements, design and validate IVR call flows and integrations, create and execute test plans (functional, regression, integration, UAT), track defects, ensure compliance, and support releases and deployments.
Key Responsibilities
- Act as a Business Systems Analyst for IVR applications supporting collections.
- Work extensively with NICE CXone (Studio, IVR flows, reporting, and integrations).
- Gather, analyze, and document business and functional requirements for IVR enhancements and new features.
- Collaborate with business stakeholders, product owners, and technical teams to translate requirements into testable solutions.
- Create and execute test plans, test cases, and test scripts for IVR call flows and integrations.
- Perform functional, regression, integration, and UAT testing for IVR systems.
- Validate IVR call flows, prompts, routing, self-service options, and error handling.
- Support testing related to collections use cases such as payment processing, account authentication, delinquency routing, and call deflection.
- Identify, document, and track defects through resolution.
- Ensure compliance with business rules, regulatory requirements, and quality standards.
- Participate in release planning, deployments, and post-production validation.
Required Qualifications
- 5+ years of experience as an IVR BSA, IVR Tester, or similar role.
- Hands-on experience with NICE CXone (required).
- Strong experience working in collections or financial services contact centers.
- Solid understanding of IVR technologies, call flows, CTI, and telephony systems.
- Experience with test management and defect tracking tools (e.g., JIRA, ALM, Azure DevOps).
- Strong analytical, documentation, and communication skills.
- Experience with UAT coordination and business stakeholder engagement.
Preferred Qualifications
- Knowledge of APIs and IVR integrations with backend systems.
- Experience in Agile/Scrum environments.
- NICE CXone Studio or related certifications.
Compensation, Benefits and Duration
Minimum Compensation: USD 42,000
Maximum Compensation: USD 147,000
Compensation is based on actual experience and qualifications of the candidate. The above is a reasonable and a good faith estimate for the role.
Medical, vision, and dental benefits, 401k retirement plan, variable pay/incentives, paid time off, and paid holidays are available for full time employees.
This position is available for independent contractors
No applications will be considered if received more than 120 days after the date of this post
Photon San Francisco, California, USA Office
San Francisco, United States
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