Patient Engagement Analyst (Contact Center/Five9)

Spectraforce Technologies, Inc.; Mettawa (IL); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Spectraforce Technologies, Inc. seeks a Patient Engagement Analyst to optimize IVR and IVA workflows on the Five9 platform for a healthcare client. The role emphasizes reliable, compliant, patient-friendly voice experiences across call center and patient services channels.

Based in Mettawa, IL, this 12‑month contract offers hybrid onsite work with in-office Tuesday, Wednesday and Thursday. Candidates should have Five9 hands-on experience, IVR/IVA design knowledge, strong analytics, and

Qualifications

• Hands-on Five9 or similar telephony platform experience.
• Experience with IVR/IVA design principles and call flow logic.
• Strong analytics to identify trends and troubleshoot issues.

Responsibilities

• Manage day-to-day IVR and IVA workflows on the Five9 platform, including configuration updates.
• Monitor platform performance and troubleshoot call routing, containment, and latency.
• Collaborate with call center operations, IT, and vendor partners to implement changes.
• Support testing, QA, and validation of IVR/IVA changes before release.
• Document call flows and changes for audit and governance.
• Coordinate with vendors on platform issues and roadmaps.
• Track and report IVR/IVA KPIs to stakeholders.
• Ensure compliance considerations in telephony operations.

Skills

Five9

IVR/IVA design

Analytical skills

Cross-functional collab

Neustar familiarity

Job description

Position Title:

Patient Engagement Analyst (Contact Center/Five9)

Length of Contract:

12 months

Location/Site:

Mettawa, IL

Hybrid Onsite Schedule:

Tues, Wed, Thursday in office

What are the top 3-5 skills requirements should this person have?

1. Five9 platform experience - hands-on contact center telephony platform experience, specifically Five9. Will consider other telephony platform experience
2. IVR/IVA design knowledge - familiarity with call flow logic and voice automation design principles.
3. Analytical skills - ability to work with call metrics/data (routing accuracy, containment, abandonment rates) to identify trends and troubleshoot.
4. Cross-functional collaboration - ability to work with call center operations, IT, and vendor partners.
5. Neustar familiarity (preferred) - or comparable caller ID/fraud mitigation/telephony data platform experience.

Role Summary:

The Patient Engagement Analyst supports the operational performance, configuration, and continuous improvement of client's telephony and voice automation platform with a primary focus on Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) operations. This role ensures reliable, compliant, and patient-friendly voice experiences across call center and patient services channels.

Core Responsibilities:

• Manage day-to-day operations of IVR and IVA workflows on the Five9 platform, including configuration updates, call flow logic, and routing rules.
• Monitor platform performance (call routing accuracy, containment rates, abandonment, latency) and troubleshoot operational issues.
• Partner with call center, intake center, and field support teams to translate business/patient experience needs into IVR/IVA design changes.
• Support testing, QA, and validation of IVR/IVA changes prior to production release.
• Maintain documentation of call flows, configurations, and change history for audit and governance purposes.
• Coordinate with vendors on platform issues, enhancements, and roadmap items.
• Track and report on IVR/IVA KPIs to stakeholders.
• Support compliance considerations relevant to telephony operations.

Qualifications:

• Experience with contact center telephony platforms; hands-on experience with Five9 or similar required.
• Experience with Neustar (or comparable caller ID/fraud mitigation or telephony data platforms) preferred.
• Familiarity with IVR/IVA design principles and call flow logic.
• Strong analytical skills - comfortable working with call metrics/data to identify trends and issues.
• Ability to work cross-functionally with call center operations, IT, and vendor partners.
• Experience in healthcare, pharma, or patient services environments a plus.

Nice-to-Haves:

• Experience with conversational AI / natural language IVA platforms (e.g., NLP-driven virtual agents).
• Familiarity with Salesforce Health Cloud or Life Science Cloud environments, given adjacency to your broader platform ecosystem.
• Prior experience in a regulated industry (healthcare, financial services) with compliance-aware telephony operations.

Experience Level =

3-5 Years