Senior System Analyst

We are seeking a dynamic and highly skilled Technical Expert with deep domain knowledge in Contact Center as a Service (CCaaS) tools and operations. This individual will play a key role in bridging business and technology, ensuring smooth operation and the enhancement of our 1000 seat contact center managed as a vendor-provided service and by business partners. The ideal candidate will have strong analytical, technical, and communication skills, with a proactive approach to learning and problem-solving. This role also offers a growth path to a leadership position.

Job Duties:

Serve as the primary technical expert for CCaaS tools used within the contact center.

Collaborate with business partners to understand their technology and operational challenges and recommend innovative solutions.

Document detailed business requirements, process flows, and use cases.

Recommend and demonstrate features within CCaaS tools to address specific business problems and improve operations.

Develop and review test cases, execute hands-on testing, and oversee comprehensive testing cycles to ensure quality and compliance.

Work closely with the vendor managing contact center operations.

Monitor vendor performance against contractual Service Level Agreements (SLAs) and hold the vendor accountable for any misses.

Work closely with the lead Project Manager (PM) to interpret and enforce the terms of the contract with the vendor.

Ensure effective communication and resolution of issues between the business, vendor, and stakeholders.

Assist the lead PM with planning, execution, and delivery of contact center projects as needed.

Manage project documentation, track milestones, and report progress to stakeholders.

Engage in continuous improvement initiatives, leveraging insights from CCaaS tools and vendor performance data.

Identify technology and operational challenges and propose actionable improvements.

Work with stakeholders to align technology solutions with business goals.

Perform hands-on testing of new features and solutions and ensure smooth rollout within the contact center environment.

Collaborate closely with the lead PM to gain insight into strategic management and decision-making.

Take the initiative to learn project management and leadership skills, positioning yourself as a successor for the lead PM role.

Mentor and train other team members on CCaaS tools and best practices as needed.

Required Qualifications:

5–7 years of experience in contact center technology and operations, with expertise in CCaaS platforms like Genesys Cloud, NICE inContact, or Five9.

Proficiency in documenting business requirements, developing test plans, and conducting UAT.

Strong analytical and problem-solving skills to address complex challenges.

Familiarity with project management methodologies (Agile, Waterfall).

Excellent interpersonal and communication skills to collaborate with diverse stakeholders.

Preferred Skills:

Certifications in CCaaS platforms (e.g., Genesys Certified Professional, NICE CXone Certification).

Business Analysis certifications (e.g., CBAP, CCBA).

Exposure to Lean, Six Sigma, or AI tools in contact center operations.

Exposure to working with managed service vendors in a contact center environment