IVR NICE CXone Business Systems Analyst h1b

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Dec 17, 2025, 12:36:48 PM (4 days ago) Dec 17

to Direct Client C2C requirements

Job Title: IVR NICE CXone Business Systems Analyst
Location: Plano, TX
Job Type: Contract role/ c2c
Duration: long term

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

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