Operational Readiness Analyst

• The Operational Readiness Analyst supports the day to day operational infrastructure of the Digital Experience Center (DXC), a multitenant contact center supporting multiple financial institution clients
• Working under the direction of the Operational Readiness Manager, this role helps build, configure, test, document, and maintain the systems, forms, routing, content, and processes that DXC agents and clients rely on every day
• This is a hands-on execution role. The analyst assists with Contact Center as a Service (CCaaS) platform administration, IVR script maintenance, virtual agent and agent assist configuration, digital and electronic form builds, knowledge management, operational reporting, and vendor case management
• The analyst also supports new client implementations by configuring the environment, building the required forms, content, and documentation, and validating that everything works before go live
• Success in this role requires someone organized, technically curious, and comfortable moving between configuration work, testing, documentation, and client facing deliverables. The work is detailed and often deadline driven, and accuracy matters because these systems directly affect how customers reach their financial institution and how agents serve them
• Assist with administration of the CCaaS platform, including user provisioning, role and permission assignment, security profiles, and access reviews
• Support configuration of skills, queues, routing rules, points of contact, hours of operation, holiday schedules, and dispositions across multiple client environments
• Help maintain and audit platform configuration to ensure settings remain consistent, accurate, and aligned to client requirements
• Assist with platform release reviews, feature evaluations, and regression testing following vendor updates
• Review CCaaS vendor release notes ahead of each release and identify new features, changes, and deprecations that affect DXC configuration, workflows, agent experience, or client setup
• Summarize release findings with recommended actions, risks, and opportunities, and provide them to the Operational Readiness Manager for review and leadership discussion
• Perform routine platform health checks and escalate anomalies to the Operational Readiness Manager
• Monitor vendor service status, incident notifications, and scheduled maintenance announcements, and alert the Operational Readiness Manager and affected DXC teams to timing and expected impact
• Track platform incidents, degradations, and outages through resolution, documenting start and end times, affected functionality, workarounds applied, and operational impact
• Validate platform functionality following maintenance windows, vendor changes, and incident resolution, and report residual issues promptly
• Maintain a running record of incident and outage history to support trend review, vendor accountability, and service level discussions
• Support the intake, triage, and documentation of agent reported platform issues
• Open, document, and track vendor support cases with clear reproduction steps, impact statements, and supporting evidence
• Monitor open cases through resolution, follow up on aging items, and escalate when cases stall or impact expands
• Maintain records of platform defects, enhancement requests, known issues, and documented workarounds
• Support vendor meetings by preparing agendas, capturing notes, and tracking action items to completion
• Assist with license, user count, and entitlement reviews for the CCaaS platform and related supported tools
• Maintain accurate internal documentation of platform configuration, routing logic, and operational processes so settings and decisions are traceable
• Support IVR script development by preparing call flow requirements, documenting menu structures and routing logic, and making defined script updates under the direction and review of the Operational Readiness Manager
• Assist with routing configuration tasks including menu options, DNIS assignments, department routing, transfer paths, and business hour logic
• Coordinate prompt recording requests, upload and verify audio files, and confirm prompt accuracy across client environments
• Test IVR changes in a development environment prior to production deployment and document test results
• Maintain IVR documentation, including call flow diagrams and plain language journey documentation for internal and client audiences
• Support reconciliation between development and production script sets by comparing configurations and flagging discrepancies for correction
• Support virtual agent development on the conversational AI platform (Cognigy.ai) by maintaining intents, utterances, and responses, and making defined configuration updates under the direction and review of the Operational Readiness Manager
• Support knowledge source configuration and upkeep, including tagging, labeling, and filtering, so the virtual agent retrieves accurate, current, and approved content
• Structure and format operational content so it can be retrieved correctly by conversational AI and agent assist tools, and flag content that is unclear, outdated, or likely to produce poor retrieval
• Build and execute test utterance libraries to validate virtual agent behavior before and after changes go live
• Review virtual agent and agent assist outputs for accuracy, consistency, and alignment with approved processes, and escalate concerns to the Operational Readiness Manager
• Assist with preparation and testing of agent assist resources, including knowledge cards and suggested responses
• Document defects, missed intents, and containment gaps, and track them through resolution with the appropriate technical or vendor teams
• Assist with virtual agent updates required by product changes, policy changes, or new client onboarding
• Support user acceptance testing cycles and compile results for review
• Build, configure, test, and maintain electronic signature forms (DocuSign) and client facing web forms across financial institution clients
• Translate client provided form requirements into functional builds, including field logic, conditional routing, validation rules, and recipient workflows
• Maintain form libraries, templates, and standard data sets used across clients
• Test forms end to end prior to release and validate submissions route correctly to the intended destinations
• Troubleshoot form errors, submission failures, and routing issues reported by clients or agents
• Create client facing navigation guides and supporting documentation for forms and digital tools
• Create, update, and maintain knowledge articles, procedures, job aids, and troubleshooting guides following the content standards, formatting, and taxonomy defined by the Operational Readiness Manager
• Collaborate with cross functional teams and subject matter experts to gather and organize information so content is accurate, current, and usable by agents
• Conduct regular content reviews to identify outdated, duplicated, or incomplete documentation, and coordinate corrections with process owners
• Apply tagging and categorization consistently so content is findable by agents and retrievable by supported tools
• Move content through established review and approval workflows and track items pending approval
• Flag content that is unclear, conflicting, or noncompliant with organizational policies, privacy laws, or security standards for resolution
• Monitor changes to Nymbus platforms and supported client systems, assess downstream impact to DXC processes, and update affected knowledge content so agent guidance stays accurate after a release
• Support the implementation of new financial institution clients onto the CCaaS platform
• Work from client requirements provided by the Operational Readiness Manager and translate them into platform configuration, routing, forms, and supporting content
• Build the operational assets required for launch, including electronic and web forms, knowledge content, and agent documentation, and assist with routing, IVR, and virtual agent configuration
• Coordinate with Project Management Operations, client services, and technical teams on internal implementation tasks, dependencies, and timelines
• Participate in readiness testing and validation prior to go live and document results for review
• Prepare client facing training materials, navigation guides, and documentation for review and delivery by the Operational Readiness Manager
• Assist with post launch support, issue resolution, and stabilization activities
• Build, maintain, and refresh recurring operational reporting, including call volume, IVR selection and containment, virtual agent performance, form submission activity, and platform usage
• Produce recurring reports on an established cadence and deliver them to the Operational Readiness Manager and internal stakeholders for distribution
• Build and maintain reporting views, dashboards, and data extracts requested by the Operational Readiness Manager, DXC leadership, and client services
• Pull and prepare interaction analytics data to support reviews of contact drivers, escalation reasons, and containment performance
• Validate report accuracy, reconcile discrepancies between systems, and correct data quality issues at the source where possible
• Flag anomalies, unexpected trends, and recurring issues observed in the data to the Operational Readiness Manager for review and interpretation
• Support ad hoc data and reporting requests routed through the Operational Readiness Manager, leadership, and client services, including requests originating from financial institution clients
• Perform other duties as assigned by management to contribute to the overall success and efficiency of the team and organization

Benefits

• Healthcare and Dependant Care Flexible Spending Accounts
• Nymbus Awards and Recognition
• Retirement Plan Services / 401(k)
• Parental and Disability Leaves
• Time Off and Company Holidays
• Flexibility of being Fully Remote
• Collaborative Environment
• Employer Subsidized Medical and Dental Insurance- Ability to work collaboratively across operations, technology, client services, training, leadership, and vendor teams
• Strong analytical and problem solving skills, including the ability to research an issue, isolate root cause, and document findings
• Strong writing, editing, and documentation skills, with the ability to explain technical processes in plain language
• Three or more years of experience in contact center operations, operational support, systems administration, business analysis, or a closely related field, or equivalent demonstrated experience
• Demonstrated ability to configure, test, and troubleshoot business systems or applications
• High attention to detail and a disciplined approach to testing and validation before changes reach production
• Comfort working independently in a remote, fast paced environment
• Strong organizational skills and the ability to manage multiple concurrent priorities and deadlines
• One to two years of experience in a banking, credit union, or financial services environment, with working familiarity of banking products, terminology, and customer service processes
• Experience administering a CCaaS or contact center platform, such as NICE CXone, Genesys, Five9, or Talkdesk
• Experience configuring or supporting conversational AI or virtual agent platforms, such as Cognigy, or similar chatbot tooling
• Experience with IVR scripting, call routing configuration, or telephony administration
• Experience building electronic signature workflows or digital forms, such as DocuSign, or similar platforms
• Experience with knowledge management platforms and content governance
• Experience reviewing interaction analytics, contact drivers, customer sentiment, or chatbot performance data
• Experience reviewing interaction analytics, customer sentiment, contact drivers, or chatbot and virtual agent performance
• Experience testing conversational AI flows, generated responses, or digital support experiences
• Familiarity with reporting and data tools, such as spreadsheets, dashboards, or scripting for automation
• Experience with Jira, Confluence, or similar ticketing and documentation tools