At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Job Description

THE POSITION:

As a Technical Business Analyst for the NICE CXone platform, you will be responsible for understanding business needs, translating them into technical specifications, and working closely with technical teams to deliver effective solutions. This role involves working on the migration from Cisco platforms to NICE CXone, as well as integrating with systems like Salesforce CRM. You will serve as a key liaison between business stakeholders and the technical teams, ensuring that the solutions meet business requirements and align with industry best practices.

Essential Duties And Responsibilities

Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

Business Requirements Gathering & Analysis:
Collaborate with business stakeholders to gather, define, and document detailed business requirements for contact center solutions using the NICE CXone platform.
Analyze existing processes, workflows, and systems (including Cisco platforms) to identify areas for improvement and optimize the contact center environment.
Work closely with business users to understand their needs and translate them into actionable technical specifications.
System Configuration & Design Support:
Provide support to the CCaaS Configuration Specialist by helping define system requirements for the configuration of NICE CXone call routing, IVR systems, and reporting tools.
Assist with designing and optimizing call flows and IVR systems based on business requirements and best practices.
Help create technical documentation and user stories that align with business needs and support the technical design and implementation process.
Migration & Integration Planning:
Support the migration process from existing platforms to NICE CXone, ensuring that business requirements are met during the transition and integration phases.
Assist in the integration of NICE CXone with Salesforce CRM, focusing on mapping business processes, ensuring seamless data flow, and maintaining consistency across platforms.
Help identify and address potential risks, gaps, and issues during migration and integration efforts.
Stakeholder Communication & Collaboration:
Serve as a liaison between business users, technical teams, and external vendors to ensure that all requirements are well understood and met.
Facilitate communication between business leaders, project managers, and the technical team to ensure alignment on objectives, timelines, and deliverables.
Communicate complex technical concepts to non-technical stakeholders to ensure full understanding and buy-in.
Testing & Quality Assurance:
Assist in the creation of test plans and support testing efforts to ensure the successful implementation of business requirements in the NICE CXone platform.
Collaborate with QA teams to develop and execute test cases for the system, ensuring the configuration works as expected and meets business needs.
Help troubleshoot and resolve issues during the testing phase and production implementation.
Documentation & Reporting:
Document business requirements, system designs, and other key project artifacts to maintain a comprehensive record of the project.
Create reports and dashboards to track project progress, issues, and outcomes for stakeholders.
Ensure all documentation is maintained to support future system changes and upgrades.
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
All other duties as assigned.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.

Expectations Of The Job

Travel (0-5%)
Hours (40 hours per week)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

Education:
Bachelor’s degree in business, Information Technology, or a related field.
Experience:
Minimum 3-5 years of experience as a Business Analyst, with a focus on contact center solutions.
Minimum 2-3 years of experience working specifically with NICE CXone or similar cloud-based contact center platforms (e.g., Five9, Genesys, or Avaya).
Minimum 1-2 years of experience in Salesforce CRM integration with contact center platforms.
Proven experience in process mapping, business analysis, and requirements documentation.
Skills & Knowledge:
Strong understanding of contact center operations, including ACD, IVR systems, call flows, and reporting tools.
Experience with system integration processes and best practices, particularly with APIs and data flows.
Ability to translate business requirements into technical specifications.
Experience in designing and implementing call routing, IVR, and reporting solutions.
Familiarity with cloud technologies, CCaaS solutions, and cloud migration practices.
Ability to communicate technical concepts to non-technical stakeholders effectively.
Tools & Platforms Experience:
NICE CXone Platform (required)
Salesforce CRM (integration experience required)
Familiarity with call routing, IVR systems, and reporting tools.

Preferred Qualifications

Strong understanding of contact center operations, ACD, IVR systems, call flows, and reporting tools.
Experience with Cisco platform migrations to cloud-based systems such as NICE CXone.
Strong analytical skills and the ability to translate business requirements into technical specifications.
Experience in process mapping, business analysis, and requirements documentation.
Excellent communication skills, with the ability to bridge the gap between business stakeholders and technical teams.
Knowledge of system integration processes and best practices, particularly with APIs and data flows.

Physical/Mental Demands And Working Environment

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@eversana.com.

Management Consulting Jobs in Overland Park

Technical Business Analyst

Associate, FP&A - Agency