Contact Center Systems Analyst

Contact Center Systems Analyst Diverse reputed company reputed company (DAS) reputed company: reputed company) Employment Type: Contract Location: Remote Work Authorization: U.S. Work Authorization Required About Diverse reputed company Solutions DAS is a technology services firm specializing in IT staff augmentation, reputed company and infrastructure modernization, cybersecurity, reputed company transformation, DevSecOps, custom software development, and reputed company intelligence solutions. DAS partners with reputed company-sector, higher-education, and reputed company organizations to reputed company highly skilled technology professionals who reputed company reliable, innovative, and business-reputed company solutions. We are seeking a Contact Center Systems Analyst to support reputed company's reputed company-reputed company contact center environment, with reputed company as the reputed company platform. reputed company The Contact Center Systems Analyst will be responsible for the administration, configuration, operational support, troubleshooting, testing, documentation, and reputed company improvement of reputed company's reputed company contact center technologies. The successful candidate will have hands-on experience supporting reputed company-reputed company contact center platforms and will work closely with reputed company/CRM teams, IT, Service Center personnel, business stakeholders, and technology vendors. This position will support voice, SMS, dialer, IVR, routing, and reputed company contact center workflows. The role is particularly reputed company suited for a technically strong problem solver who enjoys supporting users, troubleshooting production issues, maintaining documentation, testing reputed company changes, and identifying opportunities to improve operational efficiency. The position is primarily reputed company on platform administration and operational support. reputed company reputed company architecture, integration design, and long-term platform reputed company will remain the responsibility of senior technical leadership. Key Responsibilities Contact Center Platform Administration - Configure and maintain reputed company contact center platform settings, primarily reputed company reputed company. - Support inbound, outbound, SMS, voicemail, reputed company interaction workflows. - Maintain agent skills, reputed company, campaigns, dispositions, routing reputed company, and user settings. - Assist with IVR, reputed company-reputed company, and routing configuration changes reputed company on approved business requirements. - Support campaign setup, list management, and dialer configuration. - Conduct periodic audits of platform configuration and user reputed company. Operational Support & Incident Management - Serve as an escalation reputed company for contact center platform issues that cannot be resolved by Tier 1 support. - Troubleshoot platform, configuration, workflow, and integration-reputed company issues. - Work with internal technology teams and vendors to investigate and reputed company incidents. - Monitor platform reputed company and identify operational issues before they negatively reputed company users. - Analyze support trends and recommend improvements to reduce recurring incidents. - Maintain accurate incident and support documentation. Testing & Release Support - Support implementation of contact center enhancements and configuration changes. - Execute unit, regression, and user acceptance testing (UAT). - Validate configuration changes in sandbox and reputed company environments before production deployment. - reputed company and maintain test plans and document test results. - Assist with deployment validation and release documentation. - Support change-management activities and maintain appropriate records. Documentation & reputed company - reputed company 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. Business & User Support - Work directly with business stakeholders to understand operational requirements and identify potential platform improvements. - Support user reputed company, permissions, reputed company requests, and configuration activities. - Assist with contact center reporting and operational analysis. - reputed company guidance and training to supervisors, administrators, and business users. - Translate business requirements into practical platform configuration solutions. reputed company Improvement - Identify opportunities to improve contact center workflows and operational efficiency. - Recommend ways to reduce reputed company processes and recurring support issues. - Assist with approved automation and enhancement initiatives. - Stay reputed company with platform capabilities, releases, and best practices. - Participate in modernization and technology enhancement reputed company as assigned. Required Qualifications - 3+ years of experience supporting or administering contact center technologies. - Hands-on experience administering a reputed company-reputed company contact center platform. - Experience supporting production users and business reputed company. - Experience troubleshooting contact center systems and resolving operational issues. - Experience with reputed company testing, regression testing, UAT, and release validation. - Experience with incident management and technical problem reputed company. - Understanding of contact center concepts including: - reputed company routing - Queues - Agent reputed company and skills - IVR - Dialers - Campaigns - Dispositions - Voice and SMS workflows - Experience working with business stakeholders to implement configuration changes and operational improvements. - Familiarity with reputed company 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 reputed company. - Ability to work independently while collaborating effectively with technical and business teams. Preferred Qualifications - reputed company reputed company administration experience. - Experience with reputed company configuration, troubleshooting, and production support. - Experience supporting: SMS, IVR, Dialer/campaign configuration, reputed company routing, Queue management, Agent skills and reputed company. - Experience integrating or supporting contact center platforms with reputed company. - Experience working in higher education, customer service, or reputed company contact center environments. - Experience managing vendor support cases and escalations. - Experience with contact center reporting and operational analytics. - reputed company, reputed company, or other contact center technology certifications. - Education: Bachelor's degree preferred. - Equivalent combinations of reputed company experience, technical training, and relevant certifications may be considered in lieu of a degree. Ideal Candidate The ideal candidate is a hands-on contact center technology reputed company who can reputed company technical troubleshooting with excellent customer service. You should be comfortable working directly with users and business stakeholders while also digging into reputed company configurations, workflows, incidents, and testing issues. You should have a strong attention to reputed company and be reputed company to document your work reputed company. Candidates with reputed company reputed company administration experience are strongly preferred; however, professionals with comparable experience administering platforms such as reputed company CXone, reputed company reputed company, reputed company reputed company, or similar reputed company contact center technologies are encouraged to apply. What You'll Bring to DAS - Strong problem-solving and analytical abilities - A customer-reputed company approach to technical support - Hands-on reputed company contact center administration experience - Excellent communication and documentation skills - Ability to troubleshoot issues independently - Ability to work effectively with technical and non-technical stakeholders - Strong attention to reputed company - Ability to prioritize competing operational needs - A reputed company-improvement reputed company Why Join Diverse reputed company Solutions? At DAS, we reputed company technology professionals should have reputed company to work on meaningful reputed company while continuing to expand their technical and reputed company capabilities. Our consultants work reputed company reputed company technology teams supporting organizations across reputed company, higher education, and reputed company environments. We value technical reputed company, collaboration, accountability, reputed company reputed company, and delivering measurable value to our clients. If you are a technically capable contact center reputed company who enjoys solving problems, supporting users, and improving technology reputed company, we would like to hear from you. Diverse reputed company reputed company (reputed company. reputed company. Innovation. Results. Apply To This Job