Contact Center Systems Analyst

Contact Center Systems Analyst

The Contact Center Systems Analyst supports the day-to-day administration, maintenance, and improvement of the company’s contact center platform and related workflows. This role plays an important part in helping ensure the platform is configured accurately, functioning effectively, and supporting the needs of the contact center and other internal stakeholders.

• Support the day-to-day administration of the company’s contact center platform
• Assist with maintaining queues, skills, routing rules, business hours, holiday schedules, voicemail settings, callback logic, and overflow paths
• Help update and maintain IVR menus, call flows, routing logic, and telephony rules based on business needs
• Support phone number provisioning, DID inventory tracking, and related telephony configuration updates
• Aid with user provisioning, access setup, permissions, and general system administration tasks
• Maintain system documentation, change logs, and administrative process documentation
• Support contact center platform updates, enhancements, testing, and change-related activities
• Participate in implementation support, migrations, upgrades, validation, issue tracking, and stabilization efforts
• Help troubleshoot and resolve platform issues impacting contact center operations and workflows
• Partner with internal stakeholders and vendors to support ongoing system changes and operational needs
• Aid in translating implementation knowledge and system updates into usable internal documentation and repeatable processes

Ongoing Optimization and Continuous Improvement

• Identify opportunities to improve contact routing, workflow efficiency, and overall contact center operations
• Support the setup of new queues, workflows, campaigns, and telephony changes as business needs evolve
• Aid in reporting improvements, disposition alignment, and data quality efforts related to contact center operations
• Help support new communication workflows, service models, and platform features as the business grows
• Participate in testing and support for new capabilities such as automation, AI-assisted tools, and other contact center technologies

Cross-Functional Partnership

• Partner closely with Member Care leadership and other stakeholders to support day-to-day business needs
• Translate business requests into accurate system updates and workflow changes
• Serve as a reliable internal resource for contact center system questions, support, and troubleshooting
• Communicate updates, issues, and support needs clearly and professionally
• Demonstrate initiative, strong follow-through, and leadership potential as the role grows over time