Senior Development Lead - Advanced RPA

Job Summary

Job Title: Technical Business Analyst – NEXIDIALocation: India (Noida, Chennai, Vijayawada)Employment Type: Full-Time Experience Level: 7-9 Years

--- Job Summary:

We are seeking an experienced Technical Business Analyst with expertise in NICE Nexidia Speech Analytics to bridge the gap between business stakeholders and technical teams. The role involves gathering and translating business requirements into technical solutions, configuring speech analytics use cases, supporting implementation, validating outcomes, and delivering actionable insights that improve customer experience, compliance, operational efficiency, and sales performance. The role requires strong collaboration with Operations, QA, IT, Data Engineering, and Business teams to ensure successful deployment and adoption of speech analytics solutions.

Key Responsibilities

Key Responsibilities:

• Business Analysis

Conduct stakeholder workshops to gather business and technical requirements.
Prepare Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, and acceptance criteria.
Perform gap analysis, impact assessment, and feasibility studies.
Translate business objectives into technical requirements for Nexidia implementations.

• Technical Responsibilities
  Session Management

Profile Privileges and Dependencies:

User roles and suggested privileges

Access rights for users

Lock and Unlock user accounts

Creation and Maintenance of evaluation scorecards

• Testing & Implementation

Prepare test scenarios and test cases.
Coordinate SIT and UAT activities.
Validate speech categories and reporting outputs.
Support production deployment and hypercare.

• Stakeholder Management

Act as the liaison between business users, operations, developers, and solution architects.
Facilitate requirement workshops and solution walkthroughs.
Provide user training and knowledge transfer.

Skill Requirements

Required Skills:

• NICE Nexidia: Speech Analytics configuration, Category development, Phonetic search creation, Query optimization, Speech-to-text validation, Keyword tuning, Taxonomy management, Dashboard configuration

• Business Analysis: BRD / FRD creation, User Stories, Process Mapping, Use Cases, Gap Analysis, Root Cause Analysis, Requirement Traceability Matrix (RTM)

• Soft Skills: Analytical thinking, Problem solving, Attention to detail, Communication and presentation, Stakeholder management, Documentation,
  Time management, Cross-functional collaboration

Required Qualifications:

• Bachelor’s or Master’s degree in Information Systems, Healthcare Informatics, Business Analytics, or related field.

• Overall 9 years of experience in Contact Center Analytics

• Minimum 5 years of experience in Speech Analytics

• Experience with NICE Nexidia or other speech analytics platforms such as Verint or Call Miner

• Strong understanding of requirements engineering, Agile delivery, SQL, and data integration

Key Performance Indicators (KPIs):

• High-quality BRDs, FRDs, user stories, and process flows

• Requirements traceability and UAT sign-off

• Dashboards and KPI reports for business stakeholder

• Access rights management

Other Requirements

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