Remote Five9 Contact Center Analyst

CMT SERVICES, Inc.; United States; A distancia; USD 65.000 - 95.000; Jornada completa

Descripción de la vacante

CMT Services Inc. is seeking a Contact Center Systems Analyst to support UMGC's cloud contact center technologies, with Five9 as the primary platform.

You will administer, configure, test, and document workflows, while collaborating with Salesforce, CRM, IT, and business stakeholders to ensure reliable voice, SMS, dialer, and IVR operations. The role emphasizes day-to-day platform operations, user support, and continuous improvement, with a focus on operational efficiency and accurate

Formación

• 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.

Responsabilidades

• Configure and maintain contact center platform settings, primarily within Five9.
• 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, and routing configuration updates based on approved business requirements.
• Support campaign setup, list management, and dialer configuration activities.
• Perform regular audits of platform configuration and user access.
• Serve as an escalation point for contact center platform support issues not resolved by Tier 1 support teams.
• Troubleshoot platform, configuration, and workflow issues across Five9 and integrated systems.
• Coordinate with internal technology teams and vendors to investigate and resolve incidents.
• Monitor platform performance and identify operational issues before they impact users.
• Track support trends and recommend improvements that reduce recurring incidents.
• Support implementation activities for enhancements and configuration changes.
• Execute unit testing, regression testing, and user acceptance testing (UAT).
• Validate changes within sandbox and lower environments before production deployment.
• Document test plans, test results, and deployment validation activities.
• Assist in maintaining release documentation and change management records.
• Create and maintain technical and operational documentation for contact center systems.
• Maintain knowledge articles, support procedures, configuration inventories, and troubleshooting guides.
• Document workflows, routing logic, integrations, and business processes.
• Support audit, compliance, and governance documentation requirements.
• Partner with business stakeholders to understand operational needs and recommend platform improvements.
• Support user onboarding, permission requests, and platform access activities.
• Assist with contact center reporting requests and operational analysis.
• Provide guidance and training to supervisors, administrators, and business users regarding platform capabilities and processes.
• Identify opportunities to improve workflows, reduce manual effort, and increase operational efficiency.
• Assist with implementation of approved enhancements and automation initiatives.
• Stay informed on platform updates and recommend practical improvements.
• Participate in modernization and enhancement projects as assigned.

Conocimientos

Troubleshooting

Documentation

Salesforce

Communication

Multitasking

Collaboration

Analytical thinking

Educación

Bachelor's degree preferred

Herramientas

Five9

NICE CXone

Genesys Cloud

Amazon Connect

Salesforce

Descripción del empleo

CMT Services Inc. is seeking a Contact Center Systems Analyst to support UMGC's cloud contact center technologies, with Five9 as the primary platform.

You will administer, configure, test, and document workflows, while collaborating with Salesforce, CRM, IT, and business stakeholders to ensure reliable voice, SMS, dialer, and IVR operations. The role emphasizes day-to-day platform operations, user support, and continuous improvement, with a focus on operational efficiency and accurate