Operational Readiness Analyst

Our partner is looking for an Operational Readiness Analyst based in United States. This role supports the operational infrastructure behind a multitenant digital contact center serving multiple financial institution clients.

• Support CCaaS platform administration across multiple client environments, including user provisioning, roles and permissions, security profiles, skills, queues, routing rules, points of contact, business hours, holidays, and dispositions.
• Maintain and audit platform configurations to ensure accuracy, consistency, security, and alignment with client requirements.
• Review vendor release notes and service announcements, identify changes or deprecations that may affect workflows and client environments.
• Monitor platform incidents, degradations, outages, and maintenance activities through resolution.
• Manage vendor support cases by documenting reproduction steps, impact statements, evidence, defects, enhancement requests, and workarounds.
• Support IVR and call-routing activities by documenting call flows, maintaining routing logic, updating defined scripts, coordinating audio prompts, and validating changes.
• Maintain IVR documentation, including call-flow diagrams and plain-language journey documentation.
• Support conversational AI and virtual-agent environments by maintaining intents, utterances, responses, knowledge sources, tagging, and retrieval structures.
• Build test utterance libraries, assist with agent-assist resources, document missed intents and containment gaps, and support user acceptance testing.
• Build, configure, test, and maintain electronic signature and client-facing web forms.
• Maintain knowledge articles, procedures, job aids, troubleshooting guides, and other operational content.
• Support new client implementations by translating requirements into platform configurations, routing, forms, knowledge content, IVR and virtual-agent assets, documentation, and readiness testing activities.
• Coordinate implementation dependencies and timelines with project management, client services, technical teams, and other stakeholders.
• Build and maintain recurring operational reports covering call volumes, IVR selections and containment, virtual-agent performance, form submissions, platform usage, and other operational metrics.
• Validate reporting accuracy, investigate discrepancies and anomalies, prepare data extracts and dashboards, and support ad hoc analytics requests.
• Maintain accurate internal documentation and records.

• At least 3 years of experience in contact center operations, operational support, systems administration, business analysis, or a closely related field.
• 1–2 years of experience in banking, credit unions, or financial services.
• Demonstrated ability to configure, test, troubleshoot, and support business systems or applications.
• Strong writing, editing, and documentation skills.
• Excellent organizational and time-management skills.
• Strong attention to detail and a disciplined approach to testing, validation, documentation, and production readiness.
• Strong analytical and problem-solving capabilities.
• Ability to collaborate effectively across operations, technology, client services, training, leadership, and external vendor teams.
• Experience administering a CCaaS platform such as NICE CXone, Genesys, Five9, or Talkdesk is preferred.
• Experience with IVR scripting, call routing, telephony administration, or contact center configuration is a plus.
• Experience supporting conversational AI or virtual-agent platforms, such as Cognigy or similar technologies, is a plus.