Enterprise Contact Center Analyst

Sacramento, CA - USA

Monthly Salary: Not Disclosed

Posted on: 16-10-2025

Vacancies: 1 Vacancy

Job Summary

Job Title: Enterprise Contact Center Analyst
Location: Hybrid Sacramento CA 2-3 days a week
Duration :: 12-month Plus Contract

Must have Strong Healthcare Project experience with knowledge of HIPAA PII/PHI protections and state security frameworks
Experience with enterprise contact center technologies including cloud-based platforms such as TTEC Genesys Amazon Connect or equivalent supporting high-volume customer service environments.

- Transcription & Speech Analytics

Must have hands-on experience implementing configuring and troubleshooting real-time and post-call transcription services including integration of transcription outputs with CRM/eligibility systems (e.g. Salesforce CalHEERS or equivalent).

- Multi-Party Call Management

Must have direct experience resolving multi-party conferencing issues in VoIP/cloud telephony environments including call quality routing latency and session management challenges.

- System Integration & Data Flow

Must have experience integrating contact center solutions with case management or health exchange systems ensuring accurate data capture from calls transcripts and agent notes into downstream systems (Salesforce CalHEERS or equivalent).

- Security & Compliance

Must have knowledge of HIPAA PII/PHI protections and state security frameworks applicable to contact center environments with proven ability to design compliant call recording transcription and retention processes.

- Incident & Vendor Management

Must have demonstrated ability to lead troubleshooting sessions vendor escalations and cross-team war rooms for contact center issues ensuring timely resolution of service disruptions and transcription/voice routing defects

Job Title: Enterprise Contact Center Analyst Location: Hybrid Sacramento CA 2-3 days a week Duration :: 12-month Plus Contract Must have Strong Healthcare Project experience with knowledge of HIPAA PII/PHI protections and state security frameworks Experience with enterprise contact center techno...