Operational Analyst – Telephony Product Configuration

🕒 Maio 18

🤠 Texas – Remoto

🤠 Texas – Remote

💵 $51.700 - $73.800 / ano

⏰ Tempo Integral

🟢 Júnior

🧐 Analista

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Gainwell Technologies

SiteLinkedInTodas as Vagas

10.000+ funcionários

⚕️ Seguro de Saúde

💰 Grant em 2023-06

Healthcare Insurance • Human Services • Healthcare

A Gainwell Technologies é a principal provedora do país de soluções digitais e cloud-enabled em todo o ecossistema de serviços humanos e saúde pública. Com uma abordagem orientada por propósito, a Gainwell atende clientes nos 50 estados dos EUA, com foco em melhorar os desfechos em saúde e oferecer experiências intuitivas e centradas nas pessoas. Seu portfólio abrangente inclui modernização do Medicaid Enterprise, data analytics, serviços para prestadores e soluções para farmácia — tudo projetado para impulsionar o futuro da saúde e promover o bem-estar das comunidades.

Descrição

• Configure and maintain the telephony system to ensure it meets the needs of the business and operates efficiently to help teams meet SLAs and KPIs. • Execute configuration changes under defined standards and design guidance. • Participate in functional and regression testing, including test case execution and validation of expected results. • Document all configuration decisions, dependencies, and impacts. • Support enterprise governance standards for configuration, naming conventions, versioning, and change management. • Assist with pre‑go‑live testing, post‑go‑live stabilization, and production validation. • Maintain clear documentation to enable knowledge transfer and reduce single‑point dependency. • Partner with operational leaders to understand business needs and pain points. • Work closely with PXOs, technology teams, and other Operational Analysts within PEO to deliver aligned solutions. • Support reporting and enablement teams by providing configuration context and functional inputs. • Operate effectively in an agile, matrix‑based environment.

🎯 Requisitos

• Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, related field, or equivalent experience • 1–3 years of experience in operations analysis, business analysis, telephony or CX platform support roles • Exposure to omnichannel environments • Experience configuring or supporting enterprise CX/WFO/WEM platforms such as Verint, NICE, Genesys, Calabrio, or comparable solutions with NICE CXOne or AWS Connect strongly preferred • Experience supporting system implementations, enhancements, or preferred migrations

🏖️ Benefícios

• generous, flexible vacation policy • 401(k) employer match • comprehensive health benefits • educational assistance • leadership and technical development academies