CCaaS / Unified Communications Analyst

TEKsystems•Jacksonville, FL

2d•Hybrid

About The Position

A client of TEKsystems is seeking a CCaaS / Unified Communications Analyst to support the assessment, design, and migration of a modern cloud-based contact center and unified communications environment within a healthcare system. This role plays a critical part in migrating from a legacy contact center platform to Genesys CCaaS, while ensuring tight integration with enterprise telephony and unified communications services. This position is intended for a hands-on, mid-level analyst with strong Unified Communications (UC) and contact center operations experience. It is not a senior architect role. The successful candidate will work directly with operational stakeholders, contact center leadership, and telephony/UC engineering teams. This role sits at the intersection of Contact Center as a Service (CCaaS) and Unified Communications, supporting voice, call routing, IVR, agent workflows, and platform integrations across the enterprise. The analyst will translate operational and clinical requirements into clear documentation and configuration requirements for Genesys CCaaS and associated UC systems.

Requirements

3–5+ years of hands-on experience supporting contact center operations, CCaaS platforms, or Unified Communications environments
Direct experience with modern CCaaS platforms, such as Genesys Cloud (strongly preferred), Five9, or Talkdesk
Strong working knowledge of enterprise voice and telephony concepts, including VoIP, call routing, ACDs, IVRs, skills-based routing, and overflow routing
Demonstrated experience working alongside or supporting Unified Communications and telephony teams
Ability to document complex call flows, routing logic, and UC dependencies in a clear and structured manner
Experience working with operational stakeholders to gather and translate requirements into technical solutions
Experience working in healthcare or similarly regulated environments (HIPAA, patient-facing systems)

Nice To Haves

Experience supporting contact center or UC platform migrations or major system upgrades
Familiarity with Epic telephony integrations or Epic-supported call flows
Exposure to Cisco VoIP or enterprise voice environments
Experience with call quality metrics, KPIs, reporting, and patient experience optimization
Background working in hybrid IT/operations environments with clinical and non-clinical teams

Responsibilities

Conduct discovery with Patient Access, centralized scheduling, clinical call centers, billing/financial services, and specialty departments.
Document current-state and future-state call flows, IVR logic, ACD queues, skills-based and overflow routing, and UC dependencies.
Partner closely with telephony and Unified Communications teams to align CCaaS configuration with enterprise voice architecture.
Support migration activities from a legacy contact center platform to Genesys CCaaS, including validation and testing of call routing and agent workflows.
Identify opportunities to improve call handling efficiency, patient experience, and operational performance.
Translate complex voice and UC requirements into structured documentation consumable by technical and delivery teams.