Operational Readiness Analyst

Work Environment

Nymbus is a remote-first company. Occasional travel may be required for client engagements, team planning sessions, or project activities. Highly collaborative, client-facing environment with stakeholders across data, engineering, and product teams. 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.

Essential Job Functions/Responsibilities

• CCaaS Platform Administration and Vendor Support

  • Assist with administration of the CCaaS platform, including user provisioning, role and permission assignment, security profiles, and access reviews.
  • Help maintain and audit platform configuration to ensure settings remain consistent, accurate, and aligned to client requirements.
  • Avoid 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.
  • Support vendor meetings by preparing agendas, capturing notes, and tracking action items to completion.
  • Maintain accurate internal documentation of platform configuration, routing logic, and operational processes so settings and decisions are traceable.

• IVR and Call Routing Support

  • 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.
  • Aid in 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.

• Virtual Agent, Conversational AI, and Agent Assist Support

  • 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.
  • 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.
  • Aid in 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.
  • Aid in virtual agent updates required by product changes, policy changes, or new client onboarding.
  • Aid in preparation and testing of agent assist resources, including knowledge cards and suggested responses.

• Digital Forms and Document Administration

  • 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.
  • 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.

• Knowledge Content Maintenance

  • 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.

• New Client Implementation Support

  • 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.
  • Aid in post launch support, issue resolution, and stabilization activities.

• Reporting and Data Support

  • 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.

Additional Responsibilities