Position Overview
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...