Operational Readiness Analyst

Nymbus (https://nymbus.com/) isn’t just a leader in fintech; we’re a community of innovators passionate about reimagining banking. Our award-winning modern core platform and cloud-based technology serve as the backbone for financial institutions eager to modernize and excel.  

We operate with an AI-first mindset across our business, continuously improving how we work and the value we deliver to our clients. Our culture is grounded in collaboration, accountability, and a strong commitment to execution.

The journey to growth begins with doing something different, and that journey starts with the talented people who make Nymbus successful. Thank you for considering Nymbus as the catalyst for the next chapter of your career. 

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. 

PHYSICAL REQUIREMENTS  

The physical requirements outlined herein are indicative of those essential for an employee to effectively carry out the primary responsibilities of this position. The employee is regularly seated and frequently engages in activities such as using hands to handle, finger, or feel. Periodic standing and walking may also be necessary. Additionally, there may be occasional lifting or movement of objects weighing up to 10 pounds. Specific visual capabilities essential for this role include close vision, distance vision, and the ability to adjust focus. 

INTERNET REQUIREMENTS  

As a condition of employment, this role requires the candidate to maintain a stable, high speed internet connection. 

POSITION SUMMARY:

The Operational Readiness Analyst supports the day to day operational infrastructure of the Digital Experience Center (DXC), a multitenant contact center supporting multiple financial institution clients. Working under the direction of the Operational Readiness Manager, this role helps build, configure, test, document, and maintain the systems, forms, routing, content, and processes that DXC agents and clients rely on every day.  

This is a hands-on execution role. The analyst assists with Contact Center as a Service (CCaaS) platform administration, IVR script maintenance, virtual agent and agent assist configuration, digital and electronic form builds, knowledge management, operational reporting, and vendor case management. The analyst also supports new client implementations by configuring the environment, building the required forms, content, and documentation, and validating that everything works before go live.  

Success in this role requires someone organized, technically curious, and comfortable moving between configuration work, testing, documentation, and client facing deliverables. The work is detailed and often deadline driven, and accuracy matters because these systems directly affect how customers reach their financial institution and how agents serve them.  

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

1. 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.
• Support configuration of skills, queues, routing rules, points of contact, hours of operation, holiday schedules, and dispositions across multiple client environments.
• Help maintain and audit platform configuration to ensure settings remain consistent, accurate, and aligned to client requirements.
• Assist with 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.
• Assist with license, user count, and entitlement reviews for the CCaaS platform and related supported tools.
• Maintain accurate internal documentation of platform configuration, routing logic, and operational processes so settings and decisions are traceable.

1. 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.
• Assist with 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.

1. 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.
• Support knowledge source configuration and upkeep, including tagging, labeling, and filtering, so the virtual agent retrieves accurate, current, and approved content.
• 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.
• Assist with 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.
• Assist with virtual agent updates required by product changes, policy changes, or new client onboarding.
• Support user acceptance testing cycles and compile results for review.

1. 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.
• Maintain form libraries, templates, and standard data sets used across clients.
• 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.

1. 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.
• Monitor changes to Nymbus platforms and supported client systems, assess downstream impact to DXC processes, and update affected knowledge content so agent guidance stays accurate after a release.

1. 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.
• Assist with post launch support, issue resolution, and stabilization activities.

1. 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.

1. Additional Responsibilities

Perform other duties as assigned by management to contribute to the overall success and efficiency of the team and organization.

QUALIFICATIONS:

Required

• Three or more years of experience in contact center operations, operational support, systems administration, business analysis, or a closely related field, or equivalent demonstrated experience.
• One to two years of experience in a banking, credit union, or financial services environment, with working familiarity of banking products, terminology, and customer service processes.
• Demonstrated ability to configure, test, and troubleshoot business systems or applications.
• Strong writing, editing, and documentation skills, with the ability to explain technical processes in plain language.
• Strong organizational skills and the ability to manage multiple concurrent priorities and deadlines.
• High attention to detail and a disciplined approach to testing and validation before changes reach production.
• Strong analytical and problem solving skills, including the ability to research an issue, isolate root cause, and document findings.
• Ability to work collaboratively across operations, technology, client services, training, leadership, and vendor teams.
• Comfort working independently in a remote, fast paced environment. 

Preferred

• Experience administering a CCaaS or contact center platform, such as NICE CXone, Genesys, Five9, or Talkdesk.
• Experience with IVR scripting, call routing configuration, or telephony administration.
• Experience configuring or supporting conversational AI or virtual agent platforms, such as Cognigy, or similar chatbot tooling.
• Experience building electronic signature workflows or digital forms, such as DocuSign, or similar platforms.
• Experience with knowledge management platforms and content governance.
• Experience reviewing interaction analytics, contact drivers, customer sentiment, or chatbot performance data.
• Experience reviewing interaction analytics, customer sentiment, contact drivers, or chatbot and virtual agent performance.
• Experience testing conversational AI flows, generated responses, or digital support experiences.
• Familiarity with reporting and data tools, such as spreadsheets, dashboards, or scripting for automation.
• Experience with Jira, Confluence, or similar ticketing and documentation tools.  

OUR HIRING COMMITMENTS  

As an AI-first company, we embrace leveraging the power of AI tools throughout our hiring process. Nymbus remains committed to the importance of finding the right match for our teams and candidates alike. While we are excited about the AI tools at our disposal today, including the use of AI Video Interview tools, we remain committed to the human touch and oversight throughout the process.

Nymbus is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Nymbus is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process, including accommodations related to our use of AI tools. If you require an accommodation, please notify your recruiter.

Applicants must be legally authorized to work in the country in which the role is based- this role is currently based in the US. This role is not currently available within NYC and Illinois. Not all locations are available for consideration. Locations will be considered on a case by case basis. 

In compliance with applicable pay transparency laws, this posting includes the anticipated base salary range, a general description of available benefits, and the application deadline where required. Actual compensation will be determined based on experience, skills, and location.

SALARY & BENEFITS:

• $55,000 - $60,000 Annual Salary
• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Remote
• 401(k) plan
• Insurance - Health, Dental and Vision 
• Paid Time Off