Posting Date
05/05/20262000 16th St, Denver, Colorado, 80202-5117, United States of AmericaJob Description: Senior Systems Analyst (NICE CXone)
Job Title: Senior Technical Business Analyst
Team: NICE CXone (under SE – Customer Experience)
General Purpose of the Job
The Senior Technical Business Analyst acts as the critical bridge between business stakeholders, the Technical Product Manager (TPM), and the engineering team. This role is responsible for supporting the continued growth and strategic importance of the Village’s NICE CXone contact center platform, which will scale to support approximately 2,500 agents across 20+ Engagement Centers.
Operating with a strong focus on execution, translation, and detail, this role requires a deep blend of business acumen and technical proficiency. You will gather complex business demands, translate them into highly specific, actionable technical specifications, and help drive successful delivery. This individual will play a pivotal role in ensuring that upcoming features, including advanced AI capabilities, are successfully designed, mapped, and deployed to meet the unique demands of each contact center.
Essential Duties and Responsibilities
Requirements Gathering, Translation, & Technical Design
- Stakeholder Collaboration: Actively collaborate with business stakeholders, product managers, and end-users to gather, analyze, and document complex requirements for the NICE CXone platform and upcoming AI capabilities.
- Technical Translation: Translate high-level business requirements and use cases into clear, detailed, and actionable technical specifications for the engineering and configuration teams.
- Process & Data Mapping: Develop and document comprehensive process flow diagrams, data mapping documents, architecture overviews, and screen layouts to guide development.
- Root Cause & Systems Analysis: Analyze information and data related to platform configuration; perform root cause analysis on system deficiencies and identify opportunities to automate and optimize contact center processes.
- Technical Querying: Utilize technical skills (e.g., SQL) to query data, validate results, and support data-driven decision-making.
Delivery & Backlog Management
- Delivery Facilitation: Partner with the TPM and engineering teams to organize and drive the execution of development tasks, ensuring seamless delivery of features from requirements through deployment.
- Backlog Management: Work closely with the TPM to groom and refine the product backlog, ensuring technical requirements, user stories, and tasks are clearly defined, properly estimated, and ready for development.
- Delivery Tracking & Resolution: Proactively identify and help clear roadblocks for the development team to ensure delivery cycles stay on track and technical commitments are met.
- Project Execution: Monitor project deadlines, coordinate heavy-lift deployments, and negotiate commitments between business units and IT from initial requirements to final implementation.
Testing & Quality Assurance
- Test Planning: Define, develop, and implement comprehensive test plans, test cases, and conditions for new CXone features and routing changes.
- UAT Coordination: Coordinate and facilitate User Acceptance Testing (UAT) with Engagement Center stakeholders to ensure solutions meet unique operational demands.
- QA Collaboration: Collaborate with Quality Assurance teams to ensure configurations and AI integrations meet strict functional, performance, and compliance requirements.
Education & Experience
- Education: Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field required.
- Experience: Minimum of 5-7+ years of technical or business systems analysis experience.
- Contact Center Expertise: Proven experience supporting and configuring enterprise-level Contact Center as a Service (CCaaS) platforms. Direct experience with NICE CXone is highly preferred.
- Agile Delivery Experience: Strong experience working within Agile software development environments (SDLC). Experience driving feature delivery, managing technical backlogs, and supporting agile delivery practices is required.
- Scale: Experience building, specifying, and supporting critical business applications at scale (e.g., thousands of concurrent users).
Technical & Soft Skills
- Systems & Tools: Advanced proficiency in process mapping tools (e.g., Visio, Lucidchart), project management and ticketing software (e.g., Jira, Azure DevOps), and MS Excel.
- Data & Web Technologies: Proficiency in SQL and understanding of database design principles required. Basic knowledge of HTML, XML, API integrations, and web technologies is preferred.
- Communication & Translation: Excellent written and verbal communication skills, with a demonstrated ability to explain complex technical concepts to non-technical audiences and vice versa.
- Problem Solving: Strong analytical and problem-solving skills with a meticulous attention to detail and an ability to "think outside the box."
- Team Collaboration: Demonstrated ability to work well with cross-functional groups, facilitate effective team interactions, and operate in a lean, fast-paced environment.
Work Environment
- Physical Demands: Standard office environment; ability to sit for extended periods and use a computer.
- Travel: May require travel up to 20% depending on project needs.
What We’ll Provide:
More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.
#LI-SM5
At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
This position will be open for a minimum of three days.
The Salary Range for the role is $85,000.00 - $135,000.00 per year.If a candidate is hired, they will be paid at least the minimum wage according to their geographical jurisdiction and the exemption status for the position.New York Exempt: New York City and Long Island: $66,300.00/year, Nassau, Suffolk, and Westchester counties: $66,300.00/year, Remainder of New York state: $62,353.20/year New York Non-exempt: New York City and Long Island: $17.00/hour, Nassau, Suffolk, and Westchester counties: $17.00/hour, Remainder of New York state: $16.00/hourWashington Exempt: $80,168.40/year Washington Non-exempt: Bellingham: $19.13/hour, Burien: $21.63/hour, Everette: $20.77/hour, Unincorporated King County: $20.82/hour, Renton: $21.57/hour, Seattle: $21.30/hour, Tukwila: $21.65/hour, Remainder of Washington state: $17.13/hour
For location-specific minimum wage details, see the following link: DaVita.jobs/WageRates
Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits
Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.
DaVita Kidney Care Denver, Colorado, USA Office
2000 16th Street, Denver, CO, United States, 80202
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