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NICE CXone Business Systems Analyst - Plano, TX

Company

Photon

Location

United States, United States

Type

Full-time

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...

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