Contact Center Systems Analyst
Life is too short to work with jerks.
Join our team at NCD , a top-tier insurance provider, consisting of a unique and eclectic group of winners, nerds, and gamers who balance a fun, kind, and thoughtful approach to life with an unwavering commitment to unparalleled member satisfaction. Our ecosystem is rooted in our five core values: Relentless Positivity, Growth Obsessed, Get it Done, Helpful Spirit, and Solution Driven.
We are not just coworkers, but a community, working tirelessly towards 'Spreading the Smile' to our members, agents, and each other. NCD is at the forefront of dental and vision insurance, in partnership with our carrier partners MetLife, VSP, and Zurich. Our continuous growth is a testament to our commitment to delivering outstanding agent and customer satisfaction.
If you are ready to win each day, are eager to grow, and aspire to contribute to an organization that is setting the pace in the industry, then we are looking for you. Together, let’s drive change and take NCD to new heights. Join us and become a vital part of our success story as we continue to transform lives and 'Spread the Smile.
Summary
The Contact Center Systems Analyst supports the day-to-day administration, maintenance, and improvement of the company’s contact center platform and related workflows. This role plays an important part in helping ensure the platform is configured accurately, functioning effectively, and supporting the needs of the contact center and other internal stakeholders.
Working closely with Member Care leadership and cross-functional partners, this role willassistwith queue and routing updates, IVR maintenance, telephony support, user setup, reporting support, issue resolution, and platform-related process improvements. The Contact Center Systems Analyst will help support a strong member and agent experience while contributing to the ongoing effectiveness and scalability of the contact center environment.
This isa great opportunityfor someone who enjoys systems, operations, and problem-solving and is looking to grow into increased platform ownership over time.
Essential Duties and Responsibilities
Contact Center Platform Support
- Support the day-to-day administration of the company’s contact center platform
- Assistwithmaintainingqueues, skills, routing rules, business hours, holiday schedules, voicemail settings, callback logic, and overflow paths
- Help update and maintain IVR menus, call flows, routing logic, and telephony rules based on business needs
- Support phone number provisioning, DID inventory tracking, and related telephony configuration updates
- Assistwith user provisioning, access setup, permissions, and general system administration tasks
- Maintain system documentation, change logs, and administrative process documentation
Platform Changes and System Support
- Support contact center platform updates, enhancements, testing, and change-related activities
- Participate in implementation support, migrations, upgrades, validation, issue tracking, and stabilization efforts
- Help troubleshoot and resolve platform issuesimpactingcontact center operations and workflows
- Partner with internal stakeholders and vendors to support ongoing system changes and operational needs
- Assistwith translating implementation knowledge andsystem updates into usable internal documentation and repeatable processes
Ongoing Optimization and Continuous Improvement
- Identifyopportunities to improve contact routing, workflow efficiency, and overall contact center operations
- Support the setup of new queues, workflows, campaigns, and telephony changes as business needs evolve
- Assistwith reporting improvements, disposition alignment, and data quality efforts related to contact center operations
- Help support new communication workflows, service models, and platform features as the business grows
- Participate in testing and support for new capabilities such as automation,