We are seeking an experienced Technical Business Analyst with expertise in NICE Nexidia Speech Analytics to bridge the gap between business stakeholders and technical teams. The role involves gathering and translating business requirements into technical solutions, configuring speech analytics use cases, supporting implementation, validating outcomes, and delivering actionable insights that improve customer experience, compliance, operational efficiency, and sales performance. The role requires strong collaboration with Operations, QA, IT, Data Engineering, and Business teams to ensure successful deployment and adoption of speech analytics solutions.
Key Responsibilities
Key Responsibilities:
- Business Analysis
Conduct stakeholder workshops to gather business and technical requirements.
Prepare Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, and acceptance criteria.
Perform gap analysis, impact assessment, and feasibility studies.
Translate business objectives into technical requirements for Nexidia implementations.
- Technical Responsibilities
Session Management
Profile Privileges and Dependencies
User roles and suggested privileges
Access rights for users
Lock and Unlock user accounts
Creation and Maintenance of evaluation scorecards
- Testing & Implementation
Prepare test scenarios and test cases.
Coordinate SIT and UAT activities.
Validate speech categories and reporting outputs.
Support production deployment and hypercare.
- Stakeholder Management
Act as the liaison between business users, operations, developers, and solution architects.
Facilitate requirement workshops and solution walkthroughs.
Provide user training and knowledge transfer.