Operational Analyst - Telephony Product Configuration

Summary

Support the optimization of our telephony platform within the Performance Enablement Organization (PEO). This role translates business, operational, and compliance requirements into clear, well-documented system configurations.

This position focuses on hands-on configuration, testing, and documentation. The role partners closely with operational leaders, Product Experience Owners (PXOs), reporting, enablement, and technology teams to configure, test, and maintain our telephony solution aligned to best practices and enterprise standards. 

Your role in our mission

• Configure and maintain the telephony system to ensure it meets the needs of the business and operates efficiently to help teams meet SLAs and KPIs. 
• 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 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. 

What we're looking for

• 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, telephony or CX platform support roles 
• Exposure to omnichannel environments 
• Experience configuring or supporting enterprise CX/WFO/WEM platforms such as Verint, NICE, Genesys, Calabrio, or comparable solutions with NICE CXOne or AWS Connect strongly preferred.
• Experience supporting system implementations, enhancements, or preferred migrations

What you should expect in this role

• Fully remote position. 
• Opportunity to travel through your work up to 10% of the time.
   

This posting is intended for pipelining. We will accept applications on an ongoing basis.