Sr. Analyst, Contact Center
About The Position
The Sr. Analyst, Contact Center supports the Customer Success organization by optimizing contact-center systems, strengthening telephony and Salesforce integration, and improving operational performance through data-driven insights. This role identifies system and workflow gaps, drives technology-enabled process improvements, and develops accurate workforce planning and forecasting models that ensure strong customer accessibility and service levels. The position works closely with IT and Customer Success leaders to ensure systems function cohesively, data is reliable, and process changes are executed effectively. The role exists to enhance the overall customer experience through smarter systems, better visibility, and optimized resource planning.
Requirements
- 7+ years in a B2B2C Customer Contact Center environment.
- 3+ years working with contact-center telephony platforms (Cisco/WebEx, NICE, Genesys, or similar).
- 3+ years in workforce planning, forecasting, and performance analytics.
- Experience supporting or integrating CRM systems, preferably Salesforce Service Cloud.
- Proven ability to identify system gaps and drive system-based process improvements.
- Strong background in reporting, dashboards, and advanced Excel.
- Experience with Calabrio WFM/WFO, SAP, and CTI/ACD routing configurations.
- A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.
Responsibilities
- Lead optimization, configuration, and integration of Cisco/WebEx Contact Center with Salesforce Service Cloud to improve routing, case management, reporting, and agent workflows.
- Serve as the primary business owner for contact-center technology and ensure system performance, stability, and alignment with business needs.
- Identify system gaps, workflow friction points, and data breaks; design and drive system-enabled process improvements.
- Develop and maintain workforce planning and forecasting models using call, email, EDI, and web-interaction data to support accurate staffing decisions.
- Build and maintain dashboards, operational reports, and analytics used for SLA tracking, performance insights, and daily management.
- Partner with IT and vendors to translate business requirements into technical specifications, oversee testing, validate enhancements, and support deployment readiness.
- Support implementation of new contact-center tools, features, and system integrations, including change management, training, and communication.
Benefits
- Medical, dental and vision coverage
- Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
- TeleHealth options
- 401k plan with company match
- Company paid life/ad&d insurance
- Additional supplemental life/ad&d coverage available
- Company paid Short/Long-Term Disability coverage (STD/LTD)
- STD LTD Buy-ups available
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO (or sick and vacation time), floating Diversity Day, & paid holidays
- Paid parental bonding leave
- Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
- Robust Internal Career Growth opportunities
- Tuition reimbursement
- Hearing aid discount for employees and family
- Internal social recognition platform
- Plan rules/offerings dependent upon group Company/location.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
