Cloud Contact Center Analyst (Five9) — Hybrid/Remote

CMT Services, Inc.

Adelphi (MD)

Hybrid

USD 85,000 - 120,000

Full time

6 days ago

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Job summary

CMT Services, Inc. is seeking a Contact Center Systems Analyst to administer Five9 and CRM integrations at UMGC. You will manage day‑to‑day platform operations, configure routing and IVR, test changes, and document workflows while coordinating with IT, Salesforce, and business units.

This hybrid, US‑based role supports voice, SMS, and dialer workflows, with a 1‑year period and 40 hours/week. The ideal candidate has 3+ years in contact center tech, strong troubleshooting and documentation skills,

Qualifications

Bachelor's degree preferred or equivalent experience.
3+ years supporting contact center technologies.
Experience with cloud contact center platforms and incident management.

Responsibilities

Platform Administration & Configuration: configure Five9 and related systems; manage routing, IVR, and agent settings.
Operational Support & Incident Management: troubleshoot issues, escalate as needed, coordinate with IT/vendors.
Testing & Release Support: perform unit/regression/UAT testing; validate in sandbox.
Documentation & Knowledge Management: maintain technical/docs and configuration inventories.
Business & User Support: assist with onboarding, access requests, and user guidance.
Continuous Improvement: identify workflow improvements and automation opportunities.