Operational Readiness Analyst
J
JobgetherFinancial Services
Fully remote work within the United States., Flexible working hours to accommodate client implementations, release cycles, testing windows, and on-call availability.Full-TimeMiddle
Salary$55,000–$60,000 annual salary
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Job Details
- Experience
- At least 3 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, operational support, systems administration, or business analysis.
- 1–2 years of experience in banking, credit unions, or financial services.
- Demonstrated ability to configure, test, and troubleshoot business systems.
- Strong writing and documentation skills to explain technical processes clearly.
- Excellent organizational and time-management skills to handle concurrent priorities.
- Strong attention to detail for testing and production readiness.
- Strong analytical and problem-solving capabilities to isolate root causes.
- Must maintain a stable, high-speed internet connection.
- Flexible working hours to accommodate client implementations, release cycles, and on-call availability.
- Preferred experience: CCaaS platforms (e.g., NICE CXone, Genesys, Five9, Talkdesk), IVR scripting, conversational AI (e.g., Cognigy), digital form platforms (e.g., DocuSign), and documentation tools (e.g., Jira, Confluence).
Responsibilities
- Support CCaaS platform administration including user provisioning, routing, and business rules.
- Maintain and audit platform configurations to ensure security and alignment with client requirements.
- Monitor and document platform incidents, outages, and recurring trends.
- Manage vendor support cases and escalate issues as necessary.
- Maintain IVR documentation and call-routing logic.
- Support conversational AI environments by maintaining intents, utterances, and knowledge sources.
- Configure and test electronic signature and client-facing digital forms.
- Maintain knowledge articles, procedures, and job aids.
- Build and maintain operational reports on call volumes and platform performance.
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