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
Similar Jobs
Fintech • Financial Services
Lead sales analytics and reporting to drive revenue and efficiency. Build Tableau and Salesforce dashboards, analyze pipeline health, perform ad-hoc and pilot analyses, partner with sales leadership and cross-functional teams, administer compensation and CRM updates, and evaluate/implement AI-driven sales tools to optimize performance.
Top Skills:
ClaudeGeminiGenesysLeandataExcelPowerPointSalesforceSQLTableau
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Lead paid media measurement strategy to connect campaign performance to pipeline and buying-group engagement. Define KPIs, govern taxonomy, synthesize multi-source data, interpret attribution and MMM results, and translate insights into budget, channel, and audience recommendations. Partner with media agencies, data science, and stakeholders to improve measurement maturity, run Test & Learn programs, and present executive-level data storytelling driving business impact.
Top Skills:
Adtech PlatformsAIMedia Mix Modeling (Mmm)Multi-Touch AttributionPythonSQL
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Lead adoption and implementation of the Armis platform for platinum customers, delivering hands-on technical configuration, aligning use cases to CISO goals, building trusted relationships, coordinating cross-functional teams, advising on integrations, and driving value realization and growth opportunities.
Top Skills:
ArmisIotOt/IcsPythonVeza
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
