Customer Interaction Analyst

The Customer Interactions Analyst (CIA) performs work required for the successful delivery analytical projects working closely with Customer Interactions Analysts and Client Engagement Managers as appropriate. Working in an Agile environment, the Customer Interactions Analyst works within a small team dedicated to delivering the highest levels of business analysis that provide insight and value to our clients. This position may be customer facing, provide technical support and provide input to Product Management for future product development.

The role requires effective creativity to address new challenges. As a pioneer in a new application space this will be reflected in engagements where new problems will require resolution and where activities will often be undertaken for the first time.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as a core team member in the following capacity:
  • Develop queries to NICE/Nexidia’s published best practice guidelines.
  • Perform analysis of query results and compile information to support the analytical objectives as agreed with customer and defined by the CSD.
  • Develop actionable recommendations with projected ROI as a result of analysis.
  • Develop business cases and presentations.
• Engage with client personnel to explore and validate analytical approaches
• Present analytic findings to client personnel, gather feedback and update findings
• Participate in daily standup calls
• Participate in client calls and presentations.
• Maintain project documentation and status as directed by CSD.
• Work within NICE/Nexidia’s defined service delivery methodology.
• Support the ongoing efforts for standardized methods with Professional Services.
• Keep up to date with NICE/Nexidia product releases and develop expertise in their use.
• Research industry knowledge for assigned client(s) using external resources and leveraging internal knowledge.
• Understand and adhere to NICE/Nexidia compliance standards as they appear in the Employee Handbook, Corporate Compliance Policies, Code of Conduct and Conflict of Interest Policy.

ADDITIONAL DUTIES AND RESPONSIBILTIES

• Participate in Strategic Improvement Projects as assigned.
• Other duties as required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrated excellent analytical, creative and problem solving skills as well as attention to detail.
• Strong business acumen.
• An inquiring mind, curiosity and desire to understand “why”.
• Listening skills, specifically around structured call listening.
• Ability to rapidly assimilate new technologies and initiative for self-teaching.
• Interpersonal skills enabling you to operate effectively at all levels; you build strong relationships both in person and when working remotely.
• Self-starter. You don’t wait to be asked; you volunteer and consult with others to drive work to completion.
• Leadership and successful team working in a rapidly changing environment.
• Demonstrated ability to handle stressful situations and remain calm.
• You are highly organized and experienced at producing project documentation.
• Excellent communication skills: formal and informal, one to one, one to many and across all organizational levels.
• Well-developed presentation skills.
• High proficiency with PowerPoint and Excel.
• Ability to successfully work as a team in a rapidly changing environment.
• Excellent organization skills.
• Well-developed presentation skills.

EDUCATION AND EXPERIENCE

• Bachelor’s degree or equivalent experience required.
• Evidence of inquisitive disposition and its application in a past or current role.
• Contact center experience desirable.
• Bilingual or Multilingual skills a plus

PHYSICAL DEMANDS / WORK ENVIRONMENT

Physical Demands: Some overnight travel by car or plane may be required. May require international travel.

Work environment: Professional office environment that is entrepreneurial, creative, innovative, team-oriented, inspiring, diverse and challenging with dedication to creating and developing cutting-edge business solutions for our customers. Working conditions are normal for an office environment; work may require occasional weekend and/or evening work.