Act as IVR Business Systems Analyst for collections using NICE CXone: gather and document requirements, design and validate IVR call flows and integrations, create and execute test plans (functional, regression, integration, UAT), track defects, ensure compliance, and support releases and deployments.
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 rules, regulatory requirements, and quality standards.
- Participate in release planning, deployments, and post-production validation.
Required Qualifications
- 5+ years of experience as an IVR BSA, IVR Tester, or similar role.
- Hands-on experience with NICE CXone (required).
- Strong experience working in collections or financial services contact centers.
- Solid understanding of IVR technologies, call flows, CTI, and telephony systems.
- Experience with test management and defect tracking tools (e.g., JIRA, ALM, Azure DevOps).
- Strong analytical, documentation, and communication skills.
- Experience with UAT coordination and business stakeholder engagement.
Preferred Qualifications
- Knowledge of APIs and IVR integrations with backend systems.
- Experience in Agile/Scrum environments.
- NICE CXone Studio or related certifications.
Compensation, Benefits and Duration
Minimum Compensation: USD 42,000
Maximum Compensation: USD 147,000
Compensation is based on actual experience and qualifications of the candidate. The above is a reasonable and a good faith estimate for the role.
Medical, vision, and dental benefits, 401k retirement plan, variable pay/incentives, paid time off, and paid holidays are available for full time employees.
This position is available for independent contractors
No applications will be considered if received more than 120 days after the date of this post
Similar Jobs
Fintech
Senior Solutions Architect responsible for designing and implementing enterprise Azure hybrid cloud architectures (AKS, IaaC, networking, security, observability). Provide technical leadership, prototype cross-platform solutions, partner with product and engineering teams, ensure scalable, resilient, and secure deployments using Infrastructure-as-Code, CI/CD, and cloud best practices.
Top Skills:
App Service Environment (Ase)Application Security Group (Asg)Arm TemplatesAzure AdAzure Ad B2CAzure Api ManagementAzure App ServiceAzure Application InsightsAzure CliAzure Container Registry (Acr)Azure Container Service (Acs)Azure DevopsAzure Key VaultAzure Kubernetes Service (Aks)Azure Log AnalyticsAzure MonitorAzure Public CloudAzure Security CenterAzure SentinelAzure SqlAzure Virtual NetworkCi/CdCosmos DbDatadogDockerDomain Driven Design (Ddd)Event HubsExpressrouteHstsKubernetesMicroservicesAzureMicrosoft Cloud Adoption FrameworkNetwork Security Group (Nsg)Nginx Ingress ControllerOpenid ConnectPowershellService BusService MeshSite-To-Site VpnSsl/TlsSysdigTerraformTwistlockUser Defined Routes (Udr)
Blockchain • Fintech • Payments • Financial Services • Cryptocurrency • Web3
Lead full-cycle recruiting for Finance and core business roles, partner with hiring leaders and cross-functional teams, maintain TA systems, and build/test agentic AI bots and Skills using Claude Code/OpenAI Codex to automate recruiting workflows and improve process quality, governance, and candidate experience.
Top Skills:
Claude CodeGemGoogle WorkspaceLinkedin RecruitermacOSModernloopOpenai CodexSlackWorkday
Big Data • Food • Hardware • Machine Learning • Retail • Automation • Manufacturing
Lead SnackFutures Ventures investments in early and growth-stage companies, manage deal sourcing, screening, negotiation, and portfolio oversight, coordinate cross-functional teams, contribute to investment strategy, and support exits or handovers to Corporate Development.
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
