Operational Readiness Analyst

About Our Client

The organization operates in the fintech industry, providing modern core platforms and cloud-based technology solutions that help financial institutions modernize their services and improve operational efficiency. With an AI-first approach, the company focuses on innovation and delivering technology solutions that create greater value for financial institutions and their customers.

About the Opportunity

The Operational Readiness Analyst supports the operational infrastructure of a multitenant Digital Experience Center (DXC) contact center serving multiple financial institution clients. This role provides hands-on support for platform configuration, testing, documentation, incident management, and operational maintenance. The position plays a critical role in ensuring contact center systems function accurately and reliably while supporting effective agent and client operations.

Responsibilities

• Assist with administration of the Contact Center as a Service (CCaaS) platform, including user provisioning and access management.
• Configure skills, queues, routing rules, and schedules across multiple client environments.
• Audit and maintain platform configurations to ensure accuracy and alignment with client requirements.
• Review and test platform releases, evaluate new features, and support regression testing.
• Summarize vendor release notes and provide recommended actions for leadership review.
• Perform routine platform health checks and escalate issues when appropriate.
• Monitor vendor service status and communicate potential impacts to relevant teams.
• Track, document, and maintain records of platform incidents and resolutions.
• Validate platform functionality following maintenance activities and incident resolution.
• Maintain incident history and documentation to support trend analysis and vendor accountability.
• Support the intake and documentation of agent-reported platform issues.
• Open and manage vendor support cases with detailed reproduction steps, business impact, and supporting information.
• Follow up on vendor cases and escalate unresolved issues when necessary.
• Maintain records of defects, enhancement requests, known issues, and workarounds.
• Support vendor meetings by preparing agendas, documenting discussions, and tracking action items.
• Conduct license and entitlement reviews for the CCaaS platform.
• Maintain accurate internal documentation covering platform configuration, procedures, and operational processes.
• Collaborate with internal and client-facing teams to support successful implementations and ongoing platform operations.

Requirements

• Experience administering and configuring CCaaS platforms.
• Ability to manage user roles, permissions, access controls, and security profiles.
• Strong organizational skills and exceptional attention to detail.
• Technical curiosity with the ability to work across platform configuration, testing, troubleshooting, and documentation.
• Strong written and verbal communication skills, including the ability to prepare client-facing deliverables.
• Ability to manage multiple priorities and maintain accurate operational records.
• Flexibility to accommodate client implementations, varying schedules, and support requirements.
• Stable high-speed internet connection suitable for remote work.