CCaaS / Unified Communications Analyst

CCaaS / Unified Communications Analyst
Location: Fully Remote (U.S. Only)
Travel: Travel required to Jacksonville, FL - up to 1 week per month at most; typically only for key milestone events
A client of TEKsystems is seeking a CCaaS / Unified Communications Analyst to support the assessment, design, and migration of a modern cloud-based contact center and unified communications environment within a healthcare system.
This is a hands-on, mid-level analyst role focused on execution, documentation, and stakeholder collaboration. It is not an architecture role. The ideal candidate brings strong practical experience, communicates clearly, and is comfortable working closely with business stakeholders to understand and translate requirements.
Role Focus
This role sits at the intersection of CCaaS and Unified Communications, supporting voice platforms, call routing, IVR design, agent workflows, and integrations. Success in this role requires strong listening skills, the ability to ask the right questions, and a consultative approach when working with operational teams.
Key Responsibilities

• Conduct discovery sessions with Patient Access, scheduling, clinical call centers, and other departments
• Document current-state and future-state call flows, IVR logic, ACD queues, and routing strategies
• Partner closely with Unified Communications and telephony teams to align CCaaS with enterprise voice architecture
• Support migration from a legacy platform to Genesys CCaaS, including testing and validation
• Identify opportunities to improve call handling, patient experience, and operational efficiency
• Translate business and operational needs into clear, structured technical documentation

Hard Requirements (must have - non-negotiable)

• 3-5+ years of hands-on experience supporting CCaaS platforms, contact center operations, or Unified Communications environments
• Strong, hands-on experience with Genesys Cloud (Genesys CCaaS) - must be able to clearly speak to direct configuration, support, or migration work; exposure alone is not sufficient
• Solid understanding of VoIP, call routing, ACDs, IVRs, and skills-based routing
• Proven experience working directly with business stakeholders to gather and translate requirements
• Ability to clearly document workflows, call flows, and system dependencies
• Strong communication skills - able to clearly explain experience, ask clarifying questions, and collaborate effectively
• Must be based in the United States and open to traveling to Jacksonville, FL as needed

What Success Looks Like in This Role

• Demonstrates a consultative mindset - listens first, asks clarifying questions, and avoids over-assuming
• Communicates experience accurately and transparently; does not overstate skillsets
• Brings a hands-on, detail-oriented approach rather than a high-level architectural focus
• Effectively bridges technical teams and business stakeholders
• Comfortable working through ambiguity and collaborating with cross-functional teams

Preferred Experience

• Experience supporting Genesys CCaaS migrations or similar cloud contact center transitions
• Familiarity with healthcare environments or regulated systems
• Exposure to Cisco voice environments
• Experience with reporting, KPIs, and call center performance metrics

Work Environment
This is a fully remote role supporting a healthcare system, with travel to Jacksonville, FL required for key project milestones.
Business Need
This position supports a high-impact Genesys CCaaS migration initiative. The organization is looking for a strong, hands-on analyst who can collaborate effectively, communicate clearly, and help ensure a smooth transition from a legacy environment.
Job Type & Location
This is a Contract position based out of Jacksonville, FL.
Pay and Benefits
The pay range for this position is $40.00 - $65.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on May 30, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.