Operational Readiness Analyst

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Operational Readiness Analyst based in United States.** This role supports the operational infrastructure behind a multitenant digital contact center serving multiple financial institution clients. You will help configure, test, document, and maintain the systems, routing, forms, content, and processes that enable agents and customers to interact effectively. The position combines hands-on systems administration with testing, documentation, reporting, vendor coordination, and implementation support. You will work across CCaaS platforms, IVR, conversational AI, digital forms, knowledge management, and operational analytics. Success requires strong attention to detail, technical curiosity, and the ability to manage deadline-driven work with a high degree of accuracy. The role is fully remote and highly collaborative, with regular interaction across operations, technology, product, client services, and vendor teams. ### Accountabilities: - 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, while supporting release reviews, feature evaluations, regression testing, and routine platform health checks. - Review vendor release notes and service announcements, identify changes or deprecations that may affect workflows and client environments, and summarize risks, recommendations, and required actions for operational leadership. - Monitor platform incidents, degradations, outages, and maintenance activities through resolution, documenting impacts, workarounds, timelines, residual issues, and recurring trends. - Manage vendor support cases by documenting reproduction steps, impact statements, evidence, defects, enhancement requests, and workarounds, while following up on aging issues and escalating when necessary. - Support IVR and call-routing activities by documenting call flows, maintaining routing logic, updating defined scripts, coordinating audio prompts, and validating changes before production deployment. - Maintain IVR documentation, including call-flow diagrams and plain-language journey documentation, and reconcile development and production configurations to identify discrepancies. - Support conversational AI and virtual-agent environments by maintaining intents, utterances, responses, knowledge sources, tagging, and retrieval structures, while testing and reviewing outputs for accuracy and consistency. - Build test utterance libraries, assist with agent-assist resources, document missed intents and containment gaps, and support user acceptance testing and issue resolution. - Build, configure, test, and maintain electronic signature and client-facing web forms, including field logic, conditional routing, validation rules, recipient workflows, and submission paths. - Maintain knowledge articles, procedures, job aids, troubleshooting guides, and other operational content, ensuring information is accurate, current, consistently categorized, and accessible to agents and supported tools. - 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, while supporting post-launch stabilization and issue resolution. - 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 related to contact drivers, escalations, and containment performance. - Maintain accurate internal documentation and records so platform configurations, decisions, incidents, processes, and operational changes remain traceable. ### Requirements: - At least 3 years of experience in contact center operations, operational support, systems administration, business analysis, or a closely related field, or equivalent demonstrated experience. - 1–2 years of experience in banking, credit unions, or financial services, with familiarity with banking products, terminology, and customer service processes. - Demonstrated ability to configure, test, troubleshoot, and support business systems or applications in operational environments. - Strong writing, editing, and documentation skills, with the ability to explain technical processes and findings clearly in plain language. - Excellent organizational and time-management skills, with the ability to manage multiple concurrent priorities, dependencies, and deadlines. - Strong attention to detail and a disciplined approach to testing, validation, documentation, and production readiness. - Strong analytical and problem-solving capabilities, including the ability to research issues, isolate root causes, identify patterns, and document findings. - Ability to collaborate effectively across operations, technology, client services, training, leadership, and external vendor teams while also working independently in a remote environment. - 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 advantageous. - Experience with electronic signature workflows or digital form platforms such as DocuSign is preferred. - Familiarity with knowledge management, content governance, interaction analytics, customer sentiment, contact drivers, or chatbot and virtual-agent performance is a plus. - Experience with reporting, dashboards, data extracts, or scripting for operational automation is beneficial. - Familiarity with Jira, Confluence, or comparable ticketing and documentation tools is preferred. - Must be legally authorized to work in the United States without current or future visa sponsorship, and the role is not currently available in New York City or Illinois. - Must maintain a stable, high-speed internet connection and be comfortable with flexible working hours to accommodate client implementations, release cycles, testing windows, and on-call availability. ### Benefits: - **$55,000–$60,000 annual salary**. - Annual cash bonus and equity options based on role level and experience. - Fully remote work within the United States. - 401(k) retirement plan. - Health, dental, and vision insurance. - Paid time off. - Opportunity to work in an AI-first, technology-focused environment supporting modern digital banking and contact-center solutions. - Hands-on exposure to CCaaS, IVR, conversational AI, digital forms, knowledge management, operational analytics, and financial-services technology. - Cross-functional collaboration with operations, engineering, product, client services, and technology stakeholders. - Opportunity to contribute directly to client implementations, operational readiness, service quality, and continuous process improvement.