CCaaS Analyst

TEKsystems • Jacksonville, FL

2d • $40 - $50 • Onsite

About The Position

The Contact Center Analyst supports the assessment, design, and deployment of a modern cloud‑based Contact Center as a Service (CCaaS) platform across a large healthcare system. This role partners closely with Patient Access, scheduling teams, clinical call centers, billing/financial services, and specialty departments to understand current workflows and ensure the new platform meets both operational and patient experience needs. The analyst will lead discovery efforts, document existing call flows, map ACD queues and routing logic, identify optimization opportunities, and translate operational requirements into clear CCaaS configuration and build specifications.

Requirements

• 3–5+ years of experience in contact center operations or CCaaS administration
• Strong understanding of ACD/IVR design, skills‑based routing, overflow routing, and reporting
• Experience working in healthcare environments, ideally supporting Patient Access, centralized scheduling, clinical triage, or revenue cycle operations
• Ability to translate complex call routing logic into clear, structured documentation
• Strong analytical, communication, and interpersonal skills with the ability to influence operational stakeholders
• Hands‑on experience with modern CCaaS platforms such as Genesys Cloud, Five9, or Talkdesk
• Familiarity with Epic telephony functionality and integrations supporting call flows

Responsibilities

• Conduct detailed discovery through documentation review, stakeholder interviews, shadowing sessions, and workflow observation across Patient Access, centralized scheduling, ambulatory clinics, nurse triage, specialty departments, and other contact‑center‑enabled teams
• Document current‑state call flows, ACD queue structures, skills‑based routing, and departmental escalation paths
• Inventory routing dependencies including after‑hours workflows, on‑call coverage, language services, and multi‑site load balancing
• Compile structured documentation covering call flows, queue membership, skills, conditional routing, overflow logic, and behavior for high‑volume clinical services
• Identify redundancies, inefficiencies, and unnecessary workflows that can be consolidated or eliminated
• Translate operational requirements into clear, actionable CCaaS build specifications
• Develop and execute test plans that reflect healthcare‑specific operational scenarios and validate configurations were built as designed

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees