Contact Center Systems Analyst

Jobtailor

McLean (VA)

On-site

USD 90,000 - 115,000

Full time

5 days ago

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Job summary

Jobtailor is recruiting for a Cloud Contact Center Administrator to manage and optimize Five9 and related platforms at UMGC. You will configure routing, IVR, campaigns, and agent settings while coordinating with internal teams to resolve incidents.

The role requires strong troubleshooting, documentation, and stakeholder communication skills, with occasional travel as needed. Bachelor’s degree preferred.

Qualifications

3+ years of experience supporting or administering contact center technologies.
Experience configuring and maintaining cloud-based contact center platforms.
Experience supporting production users and business operations.
Experience with system testing, troubleshooting, and incident management.
Experience working with stakeholders to implement configuration changes and improvements.
Familiarity with Salesforce or another CRM platform.
Experience administering cloud contact center platforms such as Five9, NICE CXone, Genesys Cloud, Amazon Connect, or similar.
Understanding of contact center operations, routing, queue management, and dialer concepts.
Experience supporting IVR, voice, SMS, and digital interaction workflows.
Strong troubleshooting and analytical skills.
Experience creating and maintaining technical documentation.
Ability to manage multiple priorities and support requests simultaneously.
Strong verbal and written communication skills.
Ability to work independently while collaborating across technical and business teams.
Customer-service oriented mindset with strong attention to detail.
Demonstrated ability to build trusted advisor relationships with clients.
Experience supporting sales and business development.
Flexibility to travel periodically based on business and client needs.

Responsibilities

Administer, configure, support, and improve cloud contact center technologies (Five9 and equivalents).
Configure and maintain platform settings and routing profiles.
Support inbound/outbound/SMS/voicemail and digital interaction workflows.
Maintain skills, agent groups, campaigns, dispositions, and user settings.
Assist with call flows, IVR, routing, campaigns, and dialer configuration updates.
Audit platform configuration and user access.
Escalate and troubleshoot platform, configuration, and workflow issues.
Coordinate with internal teams and vendors to resolve incidents.
Monitor platform performance and identify operational issues.
Track support trends and recommend improvements.
Support enhancements and configuration changes.
Execute unit, regression, and user acceptance testing.
Validate changes in sandbox and lower environments before production deployment.
Document test plans, results, deployment validation, releases, and change management records.
Create and maintain technical and operational documentation, knowledge articles, procedures, inventories, and troubleshooting guides.
Document workflows, routing logic, integrations, and business processes.
Support audit, compliance, and governance documentation.
Partner with stakeholders to understand needs and recommend improvements.
Support user onboarding, permission requests, and platform access.
Assist with reporting requests and operational analysis.
Provide guidance and training to supervisors, administrators, and business users.
Identify workflow, automation, and efficiency improvements.
Participate in modernization and enhancement projects.

Skills

Five9 Administration

Cloud CC Technologies

IVR Configuration

Troubleshooting

Incident Management

Technical Documentation

Salesforce Familiarity

Routing Logic

Queue Management

Dialer Configuration

CRM Familiarity

Communication Skills

Customer Service

Collaboration Across Teams

Sales & Business Development Support

Education

Bachelor's degree preferred

Tools

Five9

NICE CXone

Genesys Cloud

Amazon Connect

CRM Platforms

Job description

Administer, configure, support, and continuously improve UMGC's cloud contact center technologies, primarily Five9
Configure and maintain contact center platform settings
Support inbound, outbound, SMS, voicemail, and digital interaction workflows
Maintain skills, agent groups, campaigns, dispositions, routing profiles, and user settings
Assist with call flow, IVR, routing, campaign, list management, and dialer configuration updates
Audit platform configuration and user access
Escalate and troubleshoot contact center platform, configuration, and workflow issues
Coordinate with internal technology teams and vendors to resolve incidents
Monitor platform performance and identify operational issues
Track support trends and recommend improvements
Support enhancements and configuration changes
Execute unit, regression, and user acceptance testing
Validate changes in sandbox and lower environments before production deployment
Document test plans, results, deployment validation, releases, and change management records
Create and maintain technical and operational documentation, knowledge articles, procedures, inventories, and troubleshooting guides
Document workflows, routing logic, integrations, and business processes
Support audit, compliance, and governance documentation
Partner with stakeholders to understand needs and recommend improvements
Support user onboarding, permission requests, and platform access
Assist with reporting requests and operational analysis
Provide guidance and training to supervisors, administrators, and business users
Identify workflow, automation, and efficiency improvements
Participate in modernization and enhancement projects

Requirements

3+ years of experience supporting or administering contact center technologies
Experience configuring and maintaining cloud-based contact center platforms
Experience supporting production users and business operations
Experience with system testing, troubleshooting, and incident management
Experience working with business stakeholders to implement configuration changes and operational improvements
Familiarity with Salesforce or another CRM platform
Experience administering cloud contact center platforms such as Five9, NICE CXone, Genesys Cloud, Amazon Connect, or similar solutions
Understanding of contact center operations, routing, queue management, and dialer concepts
Experience supporting IVR, voice, SMS, and digital interaction workflows
Strong troubleshooting and analytical skills
Experience creating and maintaining technical documentation
Ability to manage multiple priorities and support requests simultaneously
Strong verbal and written communication skills
Ability to work independently while collaborating across technical and business teams
Customer-service oriented mindset with strong attention to detail
Demonstrated ability to build trusted advisor relationships with clients
Experience supporting sales and business development
Flexibility to travel periodically based on business and client needs
Bachelor's degree preferred
Equivalent combination of experience and technical training considered

Core Competencies

Demonstrates expertise in administering and configuring cloud contact center technologies, particularly Five9, while supporting operational improvements and user onboarding. Proficient in troubleshooting, documentation, and collaborating with stakeholders to enhance workflows and performance.

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