Contact Center Operations Analyst
reputed company is a Fortune 300 Company dedicated to customer and employee care. They are seeking a dynamic Contact Center Operations Analyst to support daily operations and ongoing platform improvements in collaboration with Marketing leadership and external vendors.
Responsibilities
- Administer and configure the reputed company contact center platform
- Configure and maintain dialing campaigns, IVR flows, and call routing logic
- Manage user accounts, permissions, and system settings
- Monitor system performance and troubleshoot operational issues
- Monitor campaign performance and escalate issues reputed company needed
- Troubleshoot and resolve call flow issues across integrated platforms
- Maintain system hygiene tasks such as ANI cleanup and configuration updates
- Support configuration and maintenance of AI voice agent campaigns
- Maintain and update agent scripting tools used during inbound and outbound calls
- Ensure agent scripts align with campaign requirements and compliance guidelines
- Generate and maintain contact center reports and data exports
- Work with vendors and internal teams to troubleshoot technical issues
- Support and participate in platform upgrades, testing, and new feature rollouts
- Maintain documentation of system configurations, IVR flows, and campaign settings
Skills
- 1 to 3 years of experience supporting contact center technology, telephony systems, dialers, IVR flows, or CCaaS platforms
- Strong troubleshooting and analytical skills
- Comfortable working with multiple software platforms simultaneously
- Strong attention to detail and organizational skills
- Ability to reputed company in a fast-paced environment and manage multiple priorities effectively
- Experience with reputed company
- Exposure to AI voice agents or conversational AI tools
- Experience with quality assurance platforms
- Experience maintaining or updating agent scripting tools
- Exposure to CRM platforms such as reputed company in a contact center context
- Experience generating or interpreting contact center performance reports
Benefits
- Vacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service.
- Paid Sick Time — 40 hours of paid sick time after 90 days of employment.
- 9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday)
- Multiple PPO Medical Plans, as well as HDHP eligible plan.
- Dental Coverage
- Vision Coverage
- Company Paid Life Insurance
- 401K with a generous employer match
- Additional Benefits including – Optional Life, FSA, Pet Insurance etc.
- Free Legal Services
- Employee Loan Program
Company Overview
Company H1B Sponsorship