Operational Readiness Analyst
N
NymbusFintech / Banking
Remote - United States, Eastern Time Zone (preferred); Eastern or Central time zones preferred.Full-TimeMiddle
Salary$55,000 - $60,000 Annual Salary
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Job Details
- Experience
- Three or more years of experience in contact center operations, operational support, systems administration, business analysis, or a closely related field
- Required Skills
- Business AnalysisJiraConfluence
Requirements
- 3+ years of experience in contact center operations, systems administration, or business analysis.
- 1-2 years of experience in a banking, credit union, or financial services environment.
- Demonstrated ability to configure, test, and troubleshoot business systems.
- Strong writing, editing, and documentation skills for technical processes.
- High attention to detail and a disciplined approach to testing before production release.
- Analytical and problem-solving skills with the ability to isolate root causes.
- Ability to work collaboratively across operations, technology, and client services teams.
- Proficiency with CCaaS platforms like NICE CXone, Genesys, Five9, or Talkdesk preferred.
- Experience with IVR scripting and telephony administration preferred.
- Experience with conversational AI platforms like Cognigy.ai preferred.
- Experience with electronic signature tools like DocuSign preferred.
- Experience with Jira and Confluence preferred.
Responsibilities
- Assist with CCaaS platform administration, including user provisioning, security, and routing configuration.
- Support IVR script development, call flow documentation, and routing logic maintenance.
- Configure and maintain conversational AI virtual agents, intents, and agent assist knowledge cards.
- Build, test, and maintain electronic signature forms and client-facing web forms.
- Create and update knowledge articles, procedures, and troubleshooting guides for agents.
- Support new client implementations by configuring environments, forms, and documentation.
- Build and maintain operational dashboards and interaction analytics reports.
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