Senior Nice CXOne Business Analyst job opportunity at Mitratech.

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Date2026-04-28T12:57:11.012Z bot
Mitratech Senior Nice CXOne Business Analyst
Experience: General
Pattern: Full-time
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degreeGeneral
loacation Brazil, Argentina, Colombia, Mexico , Brazil
loacation Brazil, Argent..........Brazil
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Job DescriptionThe 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.ResponsibilitiesEngage with contact center stakeholders to gather, analyze, and document business and technical requirements, translating operational challenges into scalable solutions within NICE CXoneConfigure and support CXone modules including ACD, IVR call flows, omnichannel routing (voice, chat, email, SMS), Workforce Management (WFM), and Quality ManagementDesign and optimize routing strategies, skill-based distribution, call flows, and SLA logic to improve operational efficiencySupport end-to-end implementation lifecycle including solution design, configuration guidance, SIT, UAT, and go-live supportValidate routing logic, reporting accuracy, integrations, and overall system performanceMonitor and analyze contact center KPIs such as AHT, SLA, FCR, and CSAT to drive performance improvementsProvide actionable insights and recommend process and system enhancements aligned with business goalsCollaborate with technical teams on APIs, integrations, enhancements, and production issue troubleshooting to ensure platform stability

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