Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is a company focused on enhancing operations and business challenges. They are seeking an Operational Analyst to support the optimization of Verint platforms, translating operational requirements into configurations and collaborating with various teams to ensure effective solutions.
Responsibilities
- Configure and maintain OM workflows, queues, task attributes, and skills to ensure the tool is supporting the current state of the business
- Execute configuration changes under defined standards and design guidance
- Participate in functional and regression testing, including test case execution and validation of expected results
- Document all requirements, configuration decisions, dependencies, and impacts
- Support enterprise governance standards for configuration, naming conventions, versioning, and change management
- Assist with pre‑go‑live testing, post‑go‑live stabilization, and production validation
- Maintain clear documentation to enable knowledge transfer and reduce single‑point dependency
- Partner with operational leaders to understand business needs and pain points
- Work closely with PXOs, technology teams, and other Operational Analysts within PEO to deliver aligned solutions
- Support reporting and enablement teams by providing configuration context and functional inputs
- Operate effectively in an agile, matrix‑based environment
Skills
- Bachelor's degree in Business Administration, Information Systems, Operations, Analytics, related field, or equivalent experience
- 1–3 years of experience in operations analysis, business analysis, quality technology, workforce optimization, or CX platform support roles
- Exposure to back-office environments
- Experience configuring or supporting enterprise CX/WFO/WEM platforms such as Verint, NICE, Genesys, Calabrio, or comparable solutions with Verint strongly preferred
- Experience supporting system implementations, enhancements, or preferred migrations
Benefits
- Generous, flexible vacation policy
- 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- A variety of leadership and technical development academies to help build your skills and capabilities
Company Overview