Contact Center Systems Analyst

Summary

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.

Working closely with Member Care leadership and cross-functional partners, this role will assist with queue and routing updates, IVR maintenance, telephony support, user setup, reporting support, issue resolution, and platform-related process improvements. The Contact Center Systems Analyst will help support a strong member and agent experience while contributing to the ongoing effectiveness and scalability of the contact center environment.

This is a great opportunity for someone who enjoys systems, operations, and problem-solving and is looking to grow into increased platform ownership over time.

Essential Duties and Responsibilities

Contact Center Platform Support

• 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

• Assist with user provisioning, access setup, permissions, and general system administration tasks

• Maintain system documentation, change logs, and administrative process documentation

Platform Changes and System Support

• 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

• Assist with 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

• Assist with 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

• Help 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

Qualifications

• 3+ years of experience in contact center operations, contact center systems support, telephony support, or related roles

• Experience working within a contact center platform such as Zoom Contact Center, Five9, Genesys, NICE, Talkdesk, or a similar system

• Familiarity with queues, IVRs, routing logic, call flows, telephony settings, user provisioning, and contact center workflows

• Experience supporting reporting, dispositions, dashboards, or operational performance metrics in a contact center environment

• Strong understanding of how contact center systems impact service, efficiency, and member experience

• Strong troubleshooting, organizational, and documentation skills

• Ability to manage multiple tasks and priorities in a fast-paced environment

• Strong communication and collaboration skills with both operational and technical stakeholders

• Comfortable learning new systems, processes, and technologies

• Demonstrated initiative and interest in growing into increased system ownership over time

Preferred Qualifications

• Experience supporting Zoom Contact Center

• Experience supporting phone system implementations, upgrades, or migrations

• Experience with callback configuration, overflow logic, failover paths, business hours, and telephony provisioning

• Exposure to automation, AI-assisted workflows, or contact center optimization efforts

• Experience in healthcare, insurance, or other service-driven environments

• Demonstrated leadership potential, including experience taking initiative, supporting projects, or serving as a go-to resource within a team