Business Analyst - Five9

Computer Task Group, Inc•UNAVAILABLE, Illinois

13d

About The Position

CTG is seeking an Application Analyst responsible for the design, configuration, optimization, and support of contact center and enterprise applications, with a strong focus on the Five9 cloud contact center platform. This role partners with clinical operations, patient access, IT, and call center leadership to enhance patient engagement, streamline workflows, and ensure reliable system performance in a healthcare environment.

Requirements

3–7+ years of experience as an Application Analyst or similar role in healthcare IT
Hands-on experience with Five9 platform (IVR design, call routing, campaign management, reporting)
Experience supporting contact center operations in a healthcare or patient access environment
Familiarity with EHR systems (Epic preferred) and integrations
Strong analytical, troubleshooting, and problem-solving skills
Experience with system integrations using APIs, web services, or middleware
Knowledge of HIPAA compliance and healthcare data security standards
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Nice To Haves

Experience with CRM platforms (Salesforce Health Cloud, Microsoft Dynamics, etc.)
Knowledge of workforce management (WFM) and quality monitoring tools
Exposure to omnichannel communication tools (chat, SMS, email) within Five9
Experience with reporting tools (e.g., Power BI, Tableau)

Responsibilities

Serve as the subject matter expert (SME) for Five9 platform administration, including IVR, ACD, call flows, routing strategies, and agent configurations
Design, configure, and maintain contact center solutions that support patient scheduling, care coordination, and customer service operations
Collaborate with stakeholders to gather business requirements and translate them into scalable technical solutions
Support integration between Five9 and healthcare systems (e.g., Epic, Cerner, CRM platforms such as Salesforce or Dynamics)
Monitor system performance, troubleshoot issues, and implement enhancements to improve uptime and user experience
Develop and maintain reporting, dashboards, and analytics to track call center performance and KPIs (e.g., call volumes, abandonment rates, SLAs)
Ensure compliance with HIPAA and healthcare regulatory requirements in all system configurations and data handling
Participate in system upgrades, patches, testing, and release management processes
Provide end-user support, training, and documentation for call center staff and business users
Work with vendors (including Five9) for issue resolution, enhancements, and roadmap alignment