Connecting Odds
HCLTech

Senior Development Lead - Advanced RPA

HCLTech
Noida, Tamil Nadu, IndiaPosted 24 days agoDiscoveredMatch locked

Job Summary

We are seeking an experienced Technical Business Analyst with expertise in NICE Nexidia Speech Analytics to bridge the gap between business stakeholders and technical teams. The role involves gathering and translating business requirements into technical solutions, configuring speech analytics use cases, supporting implementation, validating outcomes, and delivering actionable insights that improve customer experience, compliance, operational efficiency, and sales performance. The role requires strong collaboration with Operations, QA, IT, Data Engineering, and Business teams to ensure successful deployment and adoption of speech analytics solutions.

Key Responsibilities

• Business Analysis

Conduct stakeholder workshops to gather business and technical requirements. Prepare Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, and acceptance criteria. Perform gap analysis, impact assessment, and feasibility studies. Translate business objectives into technical requirements for Nexidia implementations.

•

Technical Responsibilities

Session Management

Profile Privileges and Dependencies

User roles and suggested privileges

Access rights for users

Lock and Unlock user accounts

Creation and Maintenance of evaluation scorecards

• Testing & Implementation

Prepare test scenarios and test cases. Coordinate SIT and UAT activities. Validate speech categories and reporting outputs. Support production deployment and hypercare.

• Stakeholder Management

Act as the liaison between business users, operations, developers, and solution architects. Facilitate requirement workshops and solution walkthroughs. Provide user training and knowledge transfer.

Required Skills

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NICE Nexidia

Speech Analytics configuration, Category development, Phonetic search creation, Query optimization, Speech-to-text validation, Keyword tuning, Taxonomy management, Dashboard configuration •

Business Analysis

BRD / FRD creation, User Stories, Process Mapping, Use Cases, Gap Analysis, Root Cause Analysis, Requirement Traceability Matrix (RTM) •

Soft Skills

Analytical thinking, Problem solving, Attention to detail, Communication and presentation, Stakeholder management, Documentation, Time management, Cross-functional collaboration

Required Qualifications

  • Bachelor’s or Master’s degree in Information Systems, Healthcare Informatics, Business Analytics, or related field.
  • Overall 9 years of experience in Contact Center Analytics
  • Minimum 5 years of experience in Speech Analytics
  • Experience with NICE Nexidia or other speech analytics platforms such as Verint or CallMiner
  • Strong understanding of requirements engineering, Agile delivery, SQL, and data integration

Key Performance Indicators (KPIs)

  • High-quality BRDs, FRDs, user stories, and process flows
  • Requirements traceability and UAT sign-off
  • Dashboards and KPI reports for business stakeholder
  • Access rights management

Other Requirements

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Not included in the source posting: about the role, benefits.

Skills

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Who can apply

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