Contact Center Systems Analyst

Job not on LinkedIn

🔥 11 hours ago

🦀 Maryland – Remote

🦀 Maryland – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

⚙️ Systems Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CMT SERVICES, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

📦 Logistics

🏗️ Construction

Healthcare • Logistics • Construction

CMT SERVICES, Inc. is an industry-leading Consulting, Management, and Technology solutions services provider to government and commercial entities. They offer flexible and scalable solutions to address unique business challenges and needs, including Cost and Price Proposal Development/Acquisition Support, Education and Training, Clinical Services, Environmental and Engineering Services, Human Capital Management, and Information Technology services. As an SBA-certified HUBZone, Woman Owned Small Business (WOSB), CMT Services delivers quality, professional services to support the missions and strategic business goals of its clients.

📋 Description

• Configure and maintain contact center platform settings, primarily within Five9 • 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, and routing configuration updates based on approved business requirements • Support campaign setup, list management, and dialer configuration activities • Perform regular audits of platform configuration and user access • Serve as an escalation point for contact center platform support issues not resolved by Tier 1 support teams • Troubleshoot platform, configuration, and workflow issues across Five9 and integrated systems • Coordinate with internal technology teams and vendors to investigate and resolve incidents • Monitor platform performance and identify operational issues before they impact users • Track support trends and recommend improvements that reduce recurring incidents • Support implementation activities for enhancements and configuration changes • Execute unit testing, regression testing, and user acceptance testing (UAT) • Validate changes within sandbox and lower environments before production deployment • Document test plans, test results, and deployment validation activities • Assist in maintaining release documentation and change management records • Create and maintain technical and operational documentation for contact center systems • Maintain knowledge articles, support procedures, configuration inventories, and troubleshooting guides • Document workflows, routing logic, integrations, and business processes • Support audit, compliance, and governance documentation requirements • Partner with business stakeholders to understand operational needs and recommend platform improvements • Support user onboarding, permission requests, and platform access activities • Assist with contact center reporting requests and operational analysis • Provide guidance and training to supervisors, administrators, and business users • Identify opportunities to improve workflows, reduce manual effort, and increase operational efficiency • Assist with approved enhancements and automation initiatives • Stay informed on platform updates and recommend practical improvements • Participate in modernization and enhancement projects as assigned

🎯 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 • Familiarity with CRM integrations, preferably Salesforce • 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 • Bachelor's degree preferred • Equivalent combination of experience and technical training considered • Must be located in the United States and work Eastern Time hours

🏖️ Benefits

• 1-year period of performance • 40 hours per week • Remote work within the United States • Work ET hours • Supportive, collaborative environment • Career advancement opportunities