Contact Center Systems Analyst

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Configure and manage the settings of the contact center platform, mainly within Five9.

• Provide support for inbound, outbound, SMS, voicemail, and digital interaction processes.

• Oversee skills, agent groups, campaigns, dispositions, routing profiles, and user configurations.

• Assist in updating call flow, IVR, and routing configurations according to approved business specifications.

• Facilitate campaign setup, list management, and dialer configuration tasks.

• Conduct regular audits of platform configurations and user access levels.

• Act as an escalation point for unresolved contact center platform support issues from Tier 1 teams.

• Diagnose platform, configuration, and workflow challenges across Five9 and associated systems.

• Collaborate with internal technology teams and vendors to investigate and resolve incidents.

• Monitor platform performance and proactively identify operational issues to mitigate user impact.

• Analyze support trends and suggest enhancements to minimize recurring incidents.

• Assist with the implementation of enhancements and configuration modifications.

• Perform unit testing, regression testing, and user acceptance testing (UAT).

• Validate changes in sandbox and lower environments prior to production deployment.

• Document test plans, results, and deployment validation processes.

• Aid in maintaining release documentation and change management records.

• Create and sustain technical and operational documentation for contact center systems.

• Keep knowledge articles, support procedures, configuration inventories, and troubleshooting manuals up to date.

• Document workflows, routing logic, integrations, and business processes.

• Support requirements for audit, compliance, and governance documentation.

• Collaborate with business stakeholders to comprehend operational needs and propose platform enhancements.

• Assist with user onboarding, permission requests, and platform access processes.

• Help with contact center reporting requests and operational assessments.

• Offer guidance and training to supervisors, administrators, and business users.

• Identify opportunities to refine workflows, decrease manual tasks, and boost operational efficiency.

• Assist with approved enhancements and automation projects.

• Stay updated on platform changes and recommend actionable improvements.

• Engage in modernization and enhancement projects as assigned.

⛳️ Requirements

• A minimum of 3 years of experience supporting or administering contact center technologies.

• Proficient in configuring and maintaining cloud-based contact center platforms.

• Experience in supporting production users and business operations.

• Familiarity with system testing, troubleshooting, and incident management.

• Experience collaborating with business stakeholders to implement configuration modifications and operational enhancements.

• Knowledge of Salesforce or another CRM platform.

• Experience managing cloud contact center platforms like Five9, NICE CXone, Genesys Cloud, Amazon Connect, or similar solutions.

• Understanding of contact center operations, including routing, queue management, and dialer concepts.

• Experience supporting IVR, voice, SMS, and digital interaction workflows.

• Familiarity with CRM integrations, preferably Salesforce.

• Strong troubleshooting and analytical capabilities.

• Experience in creating and maintaining technical documentation.

• Ability to juggle multiple priorities and support requests simultaneously.

• Excellent verbal and written communication skills.

• Capacity to work independently while collaborating with technical and business teams.

• Customer-service oriented mindset with a keen attention to detail.

• Bachelor's degree is preferred.

• An equivalent combination of experience and technical training will be considered.

• Must be located in the United States and work Eastern Time hours.

🏝️ Benefits

• 1-year performance period.

• 40 hours of work per week.

• Remote work within the United States.

• Work during Eastern Time hours.

• Supportive and collaborative work environment.

• Opportunities for career advancement.