Contact Center Systems Analyst

ABOUT US:

CMT Services Inc. is a dynamic and small business supporting Federal, State, and Local government agencies. As an SBA-certified HUBZone, Woman Owned Small Business (WOSB), we deliver quality, professional services to support the missions and strategic business goals of our clients.

Position Title: Contact Center Systems Analyst
Location:
University of Maryland Global Campus

3501 University Blvd. East, Adelphi, MD 20783
Period of Performance:
1 year
40 hours per week (no overtime).
Work Environment:

Remote - within the United States (this means we expect the resource is remote and located in the US and working ET hours)

Position Summary: The Contact Center Systems Analyst is responsible for the administration, configuration, support, and continuous improvement of UMGC's cloud contact center technologies, with Five9 serving as the primary platform.

This role focuses on day-to-day platform operations, user support, system configuration, testing, documentation, and incident management activities that help maintain reliable contact center services for business teams. The analyst will work closely with Salesforce, CRM, IT, Service Center, and business stakeholders to support voice, SMS, dialer, IVR, and related contact center workflows.

The ideal candidate is a strong problem solver with hands-on platform administration experience who enjoys improving operational efficiency, supporting users, maintaining documentation, and delivering quality solutions. While the role will participate in technical discussions and enhancement projects, complex architecture, enterprise integration design, and long-term platform strategy remain the responsibility of senior technical leads.
Key Responsibilities
Platform Administration & Configuration

- 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.

Operational Support & Incident Management

- 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.

Testing & Release Support

- 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.

Documentation & Knowledge Management

- 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.

Business & User Support

- 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