Contact Center Analyst

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Kindly go through the Job Description and let me know if you are interested(Send Resume)

MUST HAVE CONTACT CENTER EXPERIENCE

Position: Sr. Analyst, Contact Centre Customer Success

Location: Aurora, IL

• 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)

Platform specificity is flexible-call center expertise and data fluency matter more than the exact tools.

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

Engagement Details:

• Contract-to-Hire: Client wants the right long-term fit
• Impact: The role will help define its own future as the transformation matures