Contact Center Platform Analyst (100% Remote)

About the role

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives.

Responsibilities

• Administers and maintains contact center platform configuration to support business and operational needs.
• Creates, updates, and maintains skills, dialers, campaigns, phone numbers, routing configurations, and other contact center system settings.
• Supports and optimizes current contact center platforms, including RingCentral and NICE CXone, while maintaining flexibility to support future systems and tools.
• Partners with Workforce Management and Operations leaders to implement platform changes aligned to contact center strategy and service delivery goals.
• Makes changes and troubleshoots within NICE Studio.
• Coordinates cross-functional initiatives or manages project workstreams involving multiple stakeholders.
• Monitors platform performance, queue behavior, dialer activity, and routing effectiveness during live operations to identify configuration issues, operational risks, or opportunities for improvement.
• Provides real-time insight to Workforce Management and Operations regarding skill performance, routing behavior, dialer activity, and other platform-related impacts to service delivery.
• Executes approved same-day configuration changes in support of operational priorities and business needs.
• Plans, coordinates, and tracks platform-related initiatives, enhancements, and feature launches to ensure work is completed on time and within scope.
• Serves as a key point of contact for vendors to troubleshoot issues, coordinate resolution efforts, escalate concerns, and support testing and launch of new features and functionality.
• Maintains project documentation, change logs, configuration standards, meeting notes, and operating procedures.
• Supports testing, validation, user acceptance activities, and rollout of system changes to ensure accuracy and operational readiness.
• Identifies potential risks, dependencies, and impacts related to platform changes and recommends mitigation strategies.
• Monitors configuration effectiveness and identifies opportunities to improve efficiency, consistency, scalability, and platform utilization.
• Supports reporting validation and operational analysis related to platform setup, changes, and performance as needed.
• Ensures changes are completed accurately, timely, and in accordance with established processes and controls.

Requirements

• A high school diploma or equivalent is required; a bachelor's degree in business, operations, information systems, project management, or a related field is preferred.
• A minimum of five (5) years of hands-on experience administering or supporting NICE CXone in a contact center environment is required.
• Experience making changes and troubleshooting within NICE Studio.
• Experience with contact center configuration such as skills, routing, campaigns, dialers, queues, and phone number administration.
• Experience partnering directly with software or platform vendors to troubleshoot issues, test solutions, and support new feature rollouts.
• Experience coordinating cross-functional initiatives or managing project workstreams involving multiple stakeholders.
• Strong analytical skills with the ability to identify issues, trends, risks, and improvement opportunities.
• Strong attention to detail and ability to manage multiple configuration changes and project tasks accurately.
• Strong organizational, time management, and documentation skills in a fast-paced operational environment.
• Ability to communicate clearly with technical and non-technical stakeholders and provide concise project and status updates.
• Ability to work collaboratively with Workforce Management, Operations, IT, vendors, and other stakeholders to drive results.
• Experience supporting testing, change management, implementation, and rollout of platform updates preferred.
• Experience monitoring contact center performance or supporting real-time operational decision-making preferred.
• Willingness and ability to work flexible hours as needed.
• Proficiency in Microsoft Office Suite and modern communication tools used by virtual teams (e.g., Microsoft Teams, Slack).
• Preferred: Experience supporting RingCentral and/or similar contact center or telephony platforms strongly preferred.
• Experience with Balto.

Qualifications

• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Skills

• Administrating or supporting NICE CXone in a contact center environment.
• Experience making changes and troubleshooting within NICE Studio.
• Contact center configuration such as skills, routing, campaigns, dialers, queues, and phone number administration.
• Partnering directly with software or platform vendors to troubleshoot issues, test solutions, and support new feature rollouts.
• Coordinating cross-functional initiatives or managing project workstreams involving multiple stakeholders.
• Strong analytical skills with the ability to identify issues, trends, risks, and improvement opportunities.
• Strong attention to detail and ability to manage multiple configuration changes and project tasks accurately.
• Strong organizational, time management, and documentation skills in a fast-paced operational environment.
• Ability to communicate clearly with technical and non-technical stakeholders and provide concise project and status updates.
• Ability to work collaboratively with Workforce Management, Operations, IT, vendors, and other stakeholders to drive results.
• Experience supporting testing, change management, implementation, and rollout of platform updates.
• Experience monitoring contact center performance or supporting real-time operational decision-making.
• Experience with RingCentral and/or similar contact center or telephony platforms.
• Experience with Balto.

Benefits

ClearCaptions is committed to providing a comprehensive benefits package to support the health, wellness, and financial security of our employees. Details on our benefits program can be found on our careers page.

Pay

$80,000 to $95,000 determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs.

Schedule

This role is remote and requires flexibility to work extended hours as needed.

Application Instructions

To apply for this role, please visit our careers page and submit your resume and cover letter detailing why you are a great fit for the Contact Center Platform Analyst position.