Senior Nice CXOne Business Analyst

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a valuesdriven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

The CXOne Business Analyst is responsible for gathering, analyzing, and translating business requirements into functional solutions within the NICE CXOne platform. This role works closely with stakeholders, operations teams, IT, and CXone developers/administrators to enhance contact center performance, optimize workflows, and support digital transformation initiatives.

Responsibilities

• Engage with contact center stakeholders to gather, analyze, and document business and technical requirements, translating operational challenges into scalable solutions within NICE CXone
• Configure and support CXone modules including ACD, IVR call flows, omnichannel routing (voice, chat, email, SMS), Workforce Management (WFM), and Quality Management
• Design and optimize routing strategies, skill-based distribution, call flows, and SLA logic to improve operational efficiency
• Support end-to-end implementation lifecycle including solution design, configuration guidance, SIT, UAT, and go-live support
• Validate routing logic, reporting accuracy, integrations, and overall system performance
• Monitor and analyze contact center KPIs such as AHT, SLA, FCR, and CSAT to drive performance improvements
• Provide actionable insights and recommend process and system enhancements aligned with business goals
• Collaborate with technical teams on APIs, integrations, enhancements, and production issue troubleshooting to ensure platform stability

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related technical field
• 7+ years of overall professional experience
• Minimum 4–5 years of experience in contact center technologies
• Minimum 2–3 years of hands-on experience with NICE CXone
• Strong understanding of contact center operations, KPIs, and routing logic
• Proven experience configuring ACD, IVR, and omnichannel solutions
• Experience supporting implementation, migration, or transformation projects
• Strong analytical skills; proficiency in Excel and working knowledge of SQL preferred
• Understanding of APIs, integrations, and system architecture
• NICE CXone certification is a plus.

Nice to Have

• NICE CXone certifications
• Experience with CRM platforms (e.g., Salesforce, Microsoft Dynamics 365)
• Knowledge of reporting tools and data visualization platforms
• Agile/Scrum experience

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. 
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work. 
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. 
  
  Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

All your information will be kept confidential according to EEO guidelines.