Note: The job is a remote job and is open to candidates in USA. Nymbus is a fintech company providing modern core banking and cloud-based technology to financial institutions. The Operational Readiness Analyst supports the Digital Experience Center by configuring, testing, documenting, and maintaining contact center platforms, IVR systems, conversational AI, digital forms, knowledge content, reporting, and client implementation assets.
Responsibilities
- 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
Skills
- 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
- 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
- Demonstrated ability to configure, test, and troubleshoot business systems or applications
- Strong writing, editing, and documentation skills, with the ability to explain technical processes in plain language
- Strong organizational skills and the ability to manage multiple concurrent priorities and deadlines
- High attention to detail and a disciplined approach to testing and validation before changes reach production
- Strong analytical and problem solving skills, including the ability to research an issue, isolate root cause, and document findings
- Ability to work collaboratively across operations, technology, client services, training, leadership, and vendor teams
- Comfort working independently in a remote, fast paced environment
- Working hours primarily align with the Eastern Time Zone; candidates located in the Eastern or Central time zones are preferred
- This position is performed remotely and requires flexibility in work hours to accommodate client implementations, release cycles, testing windows, on call availability, and occasional in office work requirements
- Occasional travel may be required for client engagements, team planning sessions, or project activities
- The physical requirements outlined herein are indicative of those essential for an employee to effectively carry out the primary responsibilities of this position. The employee is regularly seated and frequently engages in activities such as using hands to handle, finger, or feel. Periodic standing and walking may also be necessary. Additionally, there may be occasional lifting or movement of objects weighing up to 10 pounds. Specific visual capabilities essential for this role include close vision, distance vision, and the ability to adjust focus
- As a condition of employment, this role requires the candidate to maintain a stable, high speed internet connection
- Applicants must be legally authorized to work in the country in which the role is based- this role is currently based in the US. This role is not currently available within NYC and Illinois. Not all locations are available for consideration. Locations will be considered on a case by case basis
- Experience administering a CCaaS or contact center platform, such as NICE CXone, Genesys, Five9, or Talkdesk
- Experience with IVR scripting, call routing configuration, or telephony administration
- Experience configuring or supporting conversational AI or virtual agent platforms, such as Cognigy, or similar chatbot tooling
- 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
Benefits
- Annual Cash Bonus and Equity Options commensurate with the role level and experience
- 100% Remote
- 401(k) plan
- Insurance - Health, Dental and Vision
- Paid Time Off
Company Overview