Senior Analyst
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Job Location:
Aurora, CO - USA
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Role: Senior Analyst
Duration: Contract-to-Hire
Location: Aurora IL (Hybrid 3 days onsite required)
Job Description:
Position Intel:
Client is in the middle of a major telephony transformation with platform upgrades already underway and external partners actively engaged. This Sr. Analyst will work closely with those partners to move the transformation forward and act as a dedicated contact center expert inside the business.
The organizations strategic priorities include:
- Optimizing and redesigning their current contact center systems
- Improving reporting and analytics to empower better decision making
- Fully leveraging their investment in CX technology
- Adding a true contact center whisperer focused on operational success and customer experience
This role fills a long-standing gap and will serve as the connective tissue between technology operations and business strategy.
Technology Environment:
- Telephony Platform: Cisco Webex Contact Center
- QA / Analytics: Calabrio (common in modern CX environments)
- CRM: Salesforce Service Cloud
- Additional Systems: SAP CTI/ACD routing multi-channel workflows (email phone EDI web)
- Call center expertise and data fluency are a must.
Role Expectations & Core Responsibilities:
The Sr. Analyst Contact Center will:
Strategic & Operational Responsibilities
- Support and guide ongoing contact center system upgrades
- Serve as the primary business owner for telephony and QA systems
- Connect the dots between technology operations and leadership priorities
- Build narratives around KPIs and insights to influence decision-making
- Help the business think strategically about emerging AI opportunities in CX
Technical & Analytical Responsibilities
- Administer optimize and configure Cisco/WebEx Contact Center
- Strengthen telephony-to-CRM integration (WebEx Salesforce)
- Develop reporting analytics and performance dashboards
- Interpret data and translate analytics into actionable insights
- Identify system gaps workflow friction and data issues
- Design and implement system-enabled process improvements
- Maintain forecasting and workforce planning models across channels
Change Management & Partnership
- Collaborate with IT vendors and business leaders
- Translate business requirements into technical specifications
- Oversee testing validate enhancements and support go-live readiness
- Document processes and support training/change management
Key Qualifications:
Must Have
- 7 years in a B2B2C Contact Center environment
- Strong call center operations experience (senior-level preferred)
- 3 years with telephony platforms (Cisco/WebEx NICE Genesys etc.)
- 3 years in workforce planning forecasting or analytics
- Experience with Salesforce Service Cloud or similar CRMs
- Ability to interpret and communicate data-not just number crunch
- Highly engaged and comfortable with leadership-facing communication
- Tech-savvy with the ability to bridge IT business operations
Preferred
- Experience with Calabrio WFM/WFO
- Experience supporting multi-channel workflows (email EDI phone web)
- Strong documentation and test case development
- Exposure to large-scale enterprise change management
Key Skills
- Splunk
- IDS
- Microsoft Access
- SQL
- Cybersecurity
- Intelligence Experience
- Malware Analysis
- Tableau
- Analysis Skills
- SAS
- Data Analysis Skills
- Analytics
