Senior Analyst, Contact Center Technology

Your Future Evolves Here

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.

What You’ll Be Doing:

NOTE: A new Job Profile is needed

Job Title: Sr. Analyst, Contact Center Technology

Department: Corporate IT Infrastructure

Function: Voice Services

Job Summary:

The Senior Analyst, Contact Center Technology plays a pivotal role in supporting, enhancing, and optimizing contact center technologies to ensure seamless integration with operational workflows. This role is crucial in providing technical expertise to both IT teams and contact center stakeholders. The ideal candidate will possess a robust technical background, comprehensive knowledge of contact center platforms, and a commitment to optimizing the customer experience through innovative technology solutions. Collaboration with cross-functional teams is key to maintaining and improving the performance, reliability, and functionality of contact center systems.

Essential Functions:

• Support and Maintenance: Manage and provide ongoing support for key telephony and contact center technologies, including PBX, ACD, IVR, CTI, Dialer Campaigns, Surveys, Fax, and Workforce Management systems.
• Collaboration with IT: Work alongside the IT team to configure, implement, and maintain contact center applications, ensuring their optimal performance.
• Troubleshooting & Issue Resolution: Proactively diagnose, troubleshoot, and resolve technical issues, ensuring minimal disruption to contact center operations.
• Service Requests & Incident Management: Efficiently handle service requests and incidents, ensuring proper prioritization and timely resolution per Evolent's IT Change Management and Incident Management processes.
• Performance & Optimization: Partner with contact center operations to analyze business requirements and recommend technical solutions to improve performance and processes.
• Design & Configuration: Design, configure, test, and maintain contact center call flows, system updates, and integrations to optimize system functionality.
• Training & Support: Deliver training and hands-on support to contact center staff and end-users to ensure effective use of technologies and applications.
• System Monitoring & Insights: Monitor system performance and capacities, provide data-driven insights, and proactively recommend improvements to enhance system reliability and operational efficiency.
• Documentation: Develop and maintain system documentation, including configurations, troubleshooting guides, knowledge base articles, and operational procedures.
• Stakeholder Liaison: Act as the first tier liaison between IT and contact center stakeholders, ensuring clear communication of system capabilities and limitations.
• Industry Awareness: Stay informed on industry trends, emerging technologies, and best practices to recommend innovative solutions that enhance the customer service experience.
• On-Call Support: Provide periodic on-call support to ensure uninterrupted contact center operations.

Required Qualifications:

• Experience: Minimum of 5 years of experience in supporting and managing telephony and contact center technologies, including PBX, ACD, IVR, CTI, and Workforce Management systems.
• Technical Expertise: Strong technical skills with experience in system configuration, troubleshooting, and ongoing support.
• Platform Knowledge: Familiarity with both cloud-based and on-premises contact center platforms (e.g., Genesys, NICE, etc.).
• Operational Insight: Deep understanding of contact center operations, including call routing, queuing, reporting, and analytics.
• Cross-Functional Collaboration: Proven experience working with cross-functional teams, including IT, business stakeholders, and third-party vendors.
• IT Service Management: Familiarity with IT Service Management (ITSM) frameworks and methodologies