Contact Center Systems Analyst

Diverse Agile Solutions•Adelphi, MD

2d•Remote

About The Position

Diverse Agile Solutions, LLC (DAS) is seeking a Contact Center Systems Analyst to support University of Maryland Global Campus's (UMGC) cloud-based contact center environment, with Five9 as the primary platform. The Contact Center Systems Analyst will be responsible for the administration, configuration, operational support, troubleshooting, testing, documentation, and continuous improvement of UMGC's cloud contact center technologies. The successful candidate will have hands-on experience supporting cloud-based contact center platforms and will work closely with Salesforce/CRM teams, IT, Service Center personnel, business stakeholders, and technology vendors. This position will support voice, SMS, dialer, IVR, routing, and related contact center workflows. The role is particularly well suited for a technically strong problem solver who enjoys supporting users, troubleshooting production issues, maintaining documentation, testing system changes, and identifying opportunities to improve operational efficiency. The position is primarily focused on platform administration and operational support. Complex enterprise architecture, integration design, and long-term platform strategy will remain the responsibility of senior technical leadership.

Requirements

3+ years of experience supporting or administering contact center technologies.
Hands-on experience administering a cloud-based contact center platform.
Experience supporting production users and business operations.
Experience troubleshooting contact center systems and resolving operational issues.
Experience with system testing, regression testing, UAT, and release validation.
Experience with incident management and technical problem resolution.
Understanding of contact center concepts including: Call routing, Queues, Agent groups and skills, IVR, Dialers, Campaigns, Dispositions, Voice and SMS workflows.
Experience working with business stakeholders to implement configuration changes and operational improvements.
Familiarity with Salesforce or another CRM platform.
Strong analytical and troubleshooting skills.
Strong written and verbal communication skills.
Ability to create and maintain technical and operational documentation.
Ability to manage multiple priorities and support requests in a production environment.
Strong customer-service orientation and attention to detail.
Ability to work independently while collaborating effectively with technical and business teams.

Nice To Haves

Direct Five9 administration experience.
Experience with Five9 configuration, troubleshooting, and production support.
Experience supporting: SMS, IVR, Dialer/campaign configuration, Call routing, Queue management, Agent skills and groups.
Experience integrating or supporting contact center platforms with Salesforce.
Experience working in higher education, customer service, or enterprise contact center environments.
Experience managing vendor support cases and escalations.
Experience with contact center reporting and operational analytics.
Five9, Salesforce, or other contact center technology certifications.

Responsibilities

Configure and maintain cloud contact center platform settings, primarily within Five9.
Support inbound, outbound, SMS, voicemail, and digital interaction workflows.
Maintain agent skills, groups, campaigns, dispositions, routing profiles, and user settings.
Assist with IVR, call-flow, and routing configuration changes based on approved business requirements.
Support campaign setup, list management, and dialer configuration.
Conduct periodic audits of platform configuration and user access.
Serve as an escalation point for contact center platform issues that cannot be resolved by Tier 1 support.
Troubleshoot platform, configuration, workflow, and integration-related issues.
Work with internal technology teams and vendors to investigate and resolve incidents.
Monitor platform performance and identify operational issues before they negatively affect users.
Analyze support trends and recommend improvements to reduce recurring incidents.
Maintain accurate incident and support documentation.
Support implementation of contact center enhancements and configuration changes.
Execute unit, regression, and user acceptance testing (UAT).
Validate configuration changes in sandbox and lower environments before production deployment.
Develop and maintain test plans and document test results.
Assist with deployment validation and release documentation.
Support change-management activities and maintain appropriate records.
Develop and maintain technical and operational documentation.
Create and maintain knowledge articles, troubleshooting guides, support procedures, and configuration inventories.
Document contact center workflows, routing logic, integrations, and business processes.
Support audit, compliance, governance, and operational documentation requirements.
Work directly with business stakeholders to understand operational requirements and identify potential platform improvements.
Support user onboarding, permissions, access requests, and configuration activities.
Assist with contact center reporting and operational analysis.
Provide guidance and training to supervisors, administrators, and business users.
Translate business requirements into practical platform configuration solutions.
Identify opportunities to improve contact center workflows and operational efficiency.
Recommend ways to reduce manual processes and recurring support issues.
Assist with approved automation and enhancement initiatives.
Stay current with platform capabilities, releases, and best practices.
Participate in modernization and technology enhancement projects as assigned.