ZipRecruiter

Log In

1

Contact Center Analyst Jobs in Virginia (NOW HIRING)

Jobtailor

Contact Center Systems Analyst

Mclean, VA · On-site

$100 - $125/hr

Contact Center Platform Configuration * System Testing * Workflow Automation * Operational Analysis * Campaign Management * User Acceptance Testing * Routing Logic * Queue Management * Dialer ...

New

Arlingtoncu

Contact Center Manager

Alexandria, VA · On-site

$100 - $125/hr

Contact Center Manager 5 days ago Requisition ID: 1661 Salary Range: $92,630.00 To $108,977.00 ... Strong analytical skills with the ability to interpret performance data, identify trends, and ...

Canon Careers

Contact Center Supervisor

Chesapeake, VA · Hybrid

$50K - $62K/yr

... experiences. - Analyze team performance data and implement appropriate actions to achieve ... across contact center teams. - Identify and resolve issues impacting call flow, minimizing ...

Canon Careers

Contact Center Supervisor

Chesapeake, VA · Hybrid

$50K - $62K/yr

... experiences. - Analyze team performance data and implement appropriate actions to achieve ... across contact center teams. - Identify and resolve issues impacting call flow, minimizing ...

NuAxis Innovations

Service Center Analyst

Sterling, VA · Hybrid

$20.25 - $27.75/hr

The Support Center Analyst provides telephone-based technical support to enterprise users across ... As the first point of contact you will support technical incidents, service requests, and access ...

NuAxis Innovations LLC

Service Center Analyst

Sterling, VA · On-site

$20.25 - $27.75/hr

The Support Center Analyst provides telephone-based technical support to enterprise users across ... As the first point of contact you will support technical incidents, service requests, and access ...

next page

Showing results 1-20

All JobsContact Center Analyst JobsContact Center Analyst Jobs in Virginia

Contact Center Analyst information

What is a contact center analyst?

A Contact Center Analyst is a professional who monitors and analyzes the performance of a contact center, which handles customer service interactions through channels like phone, email, chat, and social media. Their main responsibilities include gathering data on call volume, response times, customer satisfaction, and agent performance. They use this information to create reports, identify trends, and suggest improvements to enhance efficiency and customer experience. Contact Center Analysts play a crucial role in helping organizations optimize their customer service operations.

What are the key skills and qualifications needed to thrive as a contact center analyst?

To thrive as a Contact Center Analyst, you need strong analytical skills, proficiency in data interpretation, and a background in business, IT, or a related field. Familiarity with workforce management software, customer relationship management (CRM) systems, and reporting tools like Excel or Power BI is typically required. Excellent problem-solving ability, attention to detail, and effective communication set top performers apart in this role. These skills enable analysts to optimize contact center operations, improve customer experience, and deliver actionable insights to management.

What are some common challenges contact center analysts face, and how can they effectively manage them?

Contact Center Analysts often encounter challenges such as managing high call volumes, handling complex customer issues, and ensuring accurate data analysis under tight deadlines. To effectively manage these challenges, analysts utilize strong organizational skills, leverage advanced contact center software, and collaborate closely with team members to share best practices. Continuous learning and proactive communication with supervisors also help in adapting to evolving customer needs and technology updates. Building resilience and maintaining a customer-focused mindset are key to thriving in this fast-paced environment.

What is the difference between Contact Center Analyst vs Customer Service Representative?

AspectContact Center AnalystCustomer Service Representative
CredentialsTypically requires a bachelor’s degree in business, communications, or related fieldHigh school diploma or equivalent; some roles may prefer post-secondary education
Work EnvironmentOffice setting within call centers or customer support departmentsOffice or retail environment, often direct customer interaction
Primary ResponsibilitiesAnalyzing call data, improving processes, reporting performance metricsHandling customer inquiries, resolving issues, providing product/service information
SkillsData analysis, communication, problem-solvingCommunication, patience, problem-solving

While both roles support customer service operations, a Contact Center Analyst focuses on data analysis and process improvement, whereas a Customer Service Representative directly interacts with customers to resolve issues.

What are popular job titles related to Contact Center Analyst jobs in Virginia?

For Contact Center Analyst jobs in Virginia, the most frequently searched job titles are:

What job categories do people searching Contact Center Analyst jobs in Virginia look for?

The top searched job categories for Contact Center Analyst jobs in Virginia are:

What are popular job titles related to Contact Center Analyst jobs in VA?

For Contact Center Analyst jobs in VA, the most frequently searched job titles are:

Contact Center Analyst jobs near you
Infographic showing various Contact Center Analyst job openings in Virginia as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution.

Contact Center Systems Analyst

Jobtailor

Mclean, VA • On-site

$100 - $125/hr

Other

Posted 3 days ago

New

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.

Highest-signal resume keywords
  • Five9 Administration
  • Cloud Contact Center Technologies
  • IVR Configuration
  • Troubleshooting and Incident Management
  • Technical Documentation
ATS Optimization KeywordsHard Skills
  • Contact Center Platform Configuration
  • System Testing
  • Workflow Automation
  • Operational Analysis
  • Campaign Management
  • User Acceptance Testing
  • Routing Logic
  • Queue Management
  • Dialer Configuration
  • Salesforce Familiarity
Soft Skills
  • Strong Communication Skills
  • Customer-Service Oriented
  • Attention to Detail
  • Ability to Manage Multiple Priorities
  • Collaboration Across Teams
Industry Keywords
  • Contact Center Operations
  • Digital Interaction Workflows
  • Compliance Documentation
  • Change Management
  • Business Process Improvement
Tools & Technologies
  • Five9
  • NICE CXone
  • Genesys Cloud
  • Amazon Connect
  • CRM Platforms
#J-18808-Ljbffr

Apply