Contact Center Analyst

TEKsystems•Jacksonville, FL

1d•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. This is an opportunity to play a key role in modernizing a healthcare contact center environment, directly impacting operational efficiency and patient experience. You’ll work cross‑functionally with clinical and administrative teams while helping design and deploy a scalable, cloud‑based CCaaS solution.

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