Artificial Intelligence (AI), Automation, Business Growth, Call Center Operations, Call Centers, Call Routing, Campaigns, Communication Skills, Continuous Improvement, Cross-Functional, Customer Experience, Data Quality, Documentation, Failover, Follow Through, Genesys Solutions, Health Insurance, Identify Issues, Leadership, Multitasking, Organizational Skills, Performance Metrics, Problem Solving Skills, Process Improvement, Reporting Dashboards, Sales/Support Engineering (SE), System Operations, Systems Administration/Management, Systems Analysis, Systems Maintenance, Team Player, Telephone Skills, Telephony, Voice Mail, Voice Response Systems
LOCATION
Dallas, Texas
POSTED
30+ days ago
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
OngoingOptimization 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