Contact Center Analyst

TEKsystems • Lake Forest, IL

9d • $53 - $53 • Hybrid

About The Position

AbbVie is seeking a Patient Engagement Analyst (Five9 Analyst or Contact Center Analyst) who understands contact-center telephony, IVR/IVA, and call routing, with Five9 experience being the strongest preference. The role is NOT intended to be a pure developer or hands-on Five9 administrator. A third-party vendor performs the actual technical builds and system changes. This person will primarily serve as the functional bridge between the business and that technical vendor. AbbVie needs someone who understands the technology well enough to: - Gather requirements from business stakeholders - Understand how those requirements affect IVR/IVA and routing - Translate requirements into instructions for the technical vendor - Coordinate enhancements and changes - Support testing and validation - Troubleshoot existing operations - Analyze performance and agent feedback - Help tune and optimize the environment Five9 is the strongest preference. However, Five9 is not an absolute requirement. This team will consider candidates with strong experience in comparable platforms such as: - NICE - Genesys - Avaya - Other enterprise contact-center platforms This person does NOT have to directly make all of the changes within Five9.

Requirements

• Contact Center experience
• Five9 experience (strongest preference, but comparable platforms like NICE, Genesys, Avaya, or other enterprise contact-center platforms will be considered)
• Understanding of contact-center telephony, IVR/IVA, and call routing
• Ability to gather requirements from business stakeholders
• Ability to understand how requirements affect IVR/IVA and routing
• Ability to translate requirements into instructions for a technical vendor
• Experience coordinating enhancements and changes
• Experience supporting testing and validation
• Experience troubleshooting existing operations
• Experience analyzing performance and agent feedback
• Experience tuning and optimizing the environment
• Comfortable working with contact-center operational data and metrics, including: Routing accuracy, Containment rates, Abandonment, Latency, Other relevant IVR/IVA and call-center KPIs

Nice To Haves

• Experience with conversational AI, Natural Language Processing, or NLP-driven virtual agents
• Familiarity with Salesforce Health Cloud or Salesforce Life Sciences Cloud environments
• Experience supporting healthcare, pharma, patient services or patient engagement ops

Responsibilities

• Renewing existing IVR/IVA performance
• Addressing agent feedback
• Investigating routing issues
• Identifying where calls may be mishandled
• Determining appropriate adjustments
• Testing and validation changes
• New brand launches
• New phone numbers
• New Patient Services initiatives
• New routing requirements
• Adjustments to existing programs
• New IVR/IVA functionality

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