Contact Center Systems Analyst

Applied Technology Services•Adelphi, MD

About The Position

Contact Center Systems Analyst Applied Technology Services (ATS) is seeking a qualified Contact Center Systems Analyst to administer, configure, support, and continuously improve cloud-based contact center technologies. Five9 will serve as the primary contact center platform. The Contact Center Systems Analyst will support daily platform operations, system configuration, production users, testing, documentation, incident resolution, and approved system enhancements. This position will collaborate with Salesforce, CRM, IT, Service Center, vendor, and business teams to maintain reliable voice, SMS, dialer, Interactive Voice Response (IVR), routing, and digital contact center services. The ideal candidate is an analytical, customer-focused problem solver with hands-on cloud contact center administration experience and a demonstrated ability to improve operational efficiency, troubleshoot production issues, and support technical and nontechnical users.

Requirements

At least three years of professional experience supporting or administering contact center technologies.
Hands-on experience configuring and maintaining a cloud-based contact center platform such as Five9, NICE CXone, Genesys Cloud, Amazon Connect, or a comparable solution.
Experience supporting production users and business-critical contact center operations.
Working knowledge of contact center operations, queue management, skills-based routing, call flows, campaigns, and dialer concepts.
Experience supporting voice, SMS, IVR, voicemail, and digital interaction workflows.
Experience with system testing, troubleshooting, incident management, change management, and production deployment support.
Familiarity with Salesforce or another Customer Relationship Management (CRM) platform.
Experience creating and maintaining technical documentation, test plans, support procedures, and knowledge articles.
Strong analytical, troubleshooting, organizational, and problem-solving skills.
Ability to manage multiple assignments, incidents, and support requests simultaneously.
Strong written and verbal communication skills.
Ability to work independently and collaborate effectively across technical, vendor, and business teams.
Strong customer-service orientation and attention to detail.

Nice To Haves

Direct experience administering and configuring Five9.
Experience supporting Five9 integrations with Salesforce or other CRM platforms.
Experience configuring SMS, dialer, IVR, call-routing, queue, campaign, and agent workflows.
Experience managing vendor escalations and cloud-platform support cases.
Experience working in higher education, customer service, or an enterprise contact center environment.
Knowledge of IT service management, release management, access management, and system-governance practices.
Five9, Salesforce, ITIL, or other relevant contact center technology certifications.

Responsibilities

Administer, configure, and maintain Five9 and related cloud-based contact center technologies.
Support inbound and outbound calling, SMS, voicemail, dialer, IVR, and digital interaction workflows.
Configure and maintain users, permissions, skills, agent groups, campaigns, dispositions, queues, routing profiles, and related platform settings.
Implement approved updates to call flows, IVR menus, routing rules, campaigns, contact lists, and dialer configurations.
Conduct routine audits of platform configurations, user access, permissions, and system settings.
Support integrations between Five9, Salesforce, CRM platforms, and other enterprise systems.
Maintain accurate configuration inventories and platform records.
Serve as an escalation point for contact center issues that cannot be resolved by Tier 1 support teams.
Troubleshoot platform, configuration, call-routing, integration, workflow, and user-access issues.
Monitor system performance, service availability, and operational workflows to identify potential issues.
Coordinate with internal IT teams, business stakeholders, and technology vendors to investigate and resolve incidents.
Open, manage, document, and track vendor support cases through resolution.
Analyze recurring incidents and recommend corrective actions and process improvements.
Communicate incident status, business impact, resolutions, and follow-up actions to affected stakeholders.
Support the implementation of contact center system enhancements, configuration changes, and platform updates.
Develop and execute unit, regression, integration, and User Acceptance Testing (UAT).
Validate proposed changes in sandbox, testing, or other lower environments before production deployment.
Document test plans, test cases, test results, defects, and deployment validation activities.
Support production releases and perform post-deployment validation.
Maintain change-management records, release documentation, and implementation procedures.
Develop and maintain technical and operational documentation for contact center platforms.
Create knowledge articles, configuration guides, support procedures, troubleshooting guides, and process documentation.
Document call flows, IVR configurations, routing logic, campaigns, integrations, and business workflows.
Maintain current system configuration and access-control documentation.
Support audit, compliance, governance, and operational reporting requirements.
Partner with business stakeholders to understand operational needs and translate approved requirements into platform configurations.
Support user onboarding, offboarding, role assignments, permission requests, and access-management activities.
Assist with contact center reporting, operational analysis, and performance-monitoring requests.
Provide technical guidance and training to contact center supervisors, administrators, agents, and business users.
Communicate platform capabilities, limitations, procedures, and recommended solutions to technical and nontechnical audiences.
Identify opportunities to improve contact center workflows, reduce manual effort, strengthen service reliability, and increase operational efficiency.
Recommend practical platform enhancements based on incident trends, user feedback, and operational requirements.
Assist with approved automation, modernization, and process-improvement initiatives.
Evaluate relevant platform updates, new features, and vendor releases.
Participate in contact center technology projects and other related initiatives as assigned.