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System Management Analyst
Eden Prairie, Minnesota  |  Remote, Onsite
Contract Position
It appears that you have already applied to this job.
Applied on July 6, 2022
Job Id #54702 Posted March 8, 2022

Projects the candidate will be working on:

  • CCaaS implementaion is about configuring end system with NICE Cxone Sales force cloud solution.

Ideal Background:

  • 6-8 years of cloud contact center implementaion experince with Salesforce configuration experince. In depth knowledge on Contact Center platform capabilities, data models and inter dependencies between different systems


  • Significant experince in cloud contact center implementation/integration with NICE Cxone or similar platform

Top Requirements:

  • Subject matter expertise in various contact center platform solutions like NICE, Amazon Connect etc to analyze, design, and develop call center related application
  • Contact Centre implementation with Salesforce cloud experience in a healthcare setup • Acumen for business approval and acceptance of use cases, user stories, process flows, and functional features.

Team and Team size:

  • Part of a Agile delivery Team.

Top Responsibilities:

  •  Represent CCaaS product in configuring and delivering enhancements/improvements in the technology area that support Contact Center implementation efforts.
  • Develop and maintain system requirement documentation for telephony (IVR, prompts, call routing rules, call flows, etc.) and related processes.
  • Serve as a subject matter expert and provide product support to end users for contact center technology and telephony applications.
  • Lead stakeholder SMEs, cross functional teams and work closely with technical BA’s and software-vendor BAs and IT team to assure adherence to business requirements.
  • Collaborate in defined development processes with internal IT staff, QA and SMEs in support of regular releases, maintenance and enhancements to call center technologies.
  • Facilitate requirements gathering sessions, translate business process needs into requirements artifacts such as business requirements document, use cases and user stories and work closely with internal and external partners to deliver quality solutions.
  • Develop and lead implementation plans for CCaaS integration

Skills/attributes Required

  • Strong background in contact center capabilities such as Interactive Voice Response/IVR, Voice Recognition Unit/VRU, Telephony Integration/CTI, Automatic call Distribution/ACD, Call Recording, Call Routing, Workforce Management, Quality Management, etc.
  • Contact Centre implementation with Salesforce cloud experience in a healthcare setup

Skills/attributes Preferred

  • Project Management Experience. Reporting and analysis experience. WFM, QM, CRM, IVR integration experience. Process improvement experience or certification.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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