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Infographic showing various job openings at Struction Solutions in the United States as of August 2026, with employment types broken down into 100% Contract. Highlights an 100% Physical job distribution.

Contact Center Systems / Reporting Analyst

STRUCTION SOLUTIONS

Quantico, VA • On-site

$18 - $19/hr

Contractor

Re-posted 11 days ago

Job description

About the program
Struction Solutions is a Service-Disabled Veteran-OwnedSmall Business leading a team supporting the U.S. Marine Corps Sergeant MerlinGerman Wounded Warrior Call Center Outreach and Resource Support Services. Thisprogram supports wounded, ill, and injured Marines, Sailors attached orformerly attached to Marine units, veterans, and their family members throughcall center operations, outreach, resource referral, and non-medical casemanagement. Positions are contingent upon contract award and final customerapproval.
Position summary
The Contact Center Systems / Reporting Analyst supportscontractor-furnished telephony, call management, call recording, backup systemreadiness, reporting utilities, dashboards, and performance metrics. This rolesupports operations without replacing Government systems of record.
Key responsibilities
• Support configuration, monitoring, and reportingfor call management, recording, routing, and backup telephony capabilities.
• Develop and maintain dashboards for call volume,ASA, abandonment, outreach cadence, social media engagement, MCWIITSdocumentation quality, and staffing utilization.
• Support data validation for monthly statusreports and ad hoc Government inquiries.
• Coordinate with WWR IT/S-6, PM/APM, supervisors,and partner leads on access and system issues.
• Support STIG-aligned endpoint awareness,role-based access, audit logging, and continuity procedures.
• Provide transition-in technical support andongoing improvement recommendations.
Minimum qualifications
• High school diploma or equivalent required;bachelor's degree or technical certification preferred.
• At least two years of contact center systems,analytics, reporting, IT support, CRM, call routing, or data operationsexperience.
• Experience with Microsoft 365, SharePoint,Excel/Power BI, CRM or call center platforms.
• Ability to support sensitive data handling andGovernment cybersecurity requirements.
• U.S. work authorization required; U.S.citizenship may be required for Government system access.
• Ability to complete background/securityprocessing and obtain/maintain CAC/MCEN access as required.
• Ability to complete Privacy Act, HIPAA,information security, and program-specific training.
• Strong written documentation skills; allcontacts and actions must be accurately documented in Government systems suchas MCWIITS.
• Commitment to confidentiality, professionalism,mandatory reporting requirements, and respect for Marine Corps culture.
Preferred qualifications
• Experience with Microsoft Dynamics 365, Five9,NICE, Genesys, Amazon Connect, Azure Government, Power BI, orFedRAMP-authorized platforms.
• Knowledge of NIST SP 800-171, FedRAMP, DoDSTIGs, CUI, HIPAA, or Privacy Act support environments.
• Experience supporting 24/7 contact centeroperations or healthcare/veteran service programs.
Location:
  • Contractor Facility, Government Facility, Hybrid

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