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.

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.

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 intent