Contact Centre Operations Analyst Jobs (NOW HIRING)

• 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

• 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

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.

• Five9 Administration
• Cloud Contact Center Technologies
• IVR Configuration
• Troubleshooting and Incident Management
• Technical Documentation

• Contact Center Platform Configuration
• System Testing
• Workflow Automation
• Operational Analysis
• Campaign Management
• User Acceptance Testing
• Routing Logic
• Queue Management
• Dialer Configuration
• Salesforce Familiarity

• Strong Communication Skills
• Customer-Service Oriented
• Attention to Detail
• Ability to Manage Multiple Priorities
• Collaboration Across Teams

• Contact Center Operations
• Digital Interaction Workflows
• Compliance Documentation
• Change Management
• Business Process Improvement

• Five9
• NICE CXone
• Genesys Cloud
• Amazon Connect
• CRM Platforms