CCaaS / Unified Communications Analyst

CCaaS / Unified Communications Analyst

Location: Jacksonville, FL (Hybrid - on-site and remote)
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 role plays a critical part in migrating from a legacy contact center platform to Genesys CCaaS, while ensuring tight integration with enterprise telephony and unified communications services.
This position is intended for a hands-on, mid-level analyst with strong Unified Communications (UC) and contact center operations experience. It is not a senior architect role. The successful candidate will work directly with operational stakeholders, contact center leadership, and telephony/UC engineering teams.

Role Focus (Unified Communications)

This role sits at the intersection of Contact Center as a Service (CCaaS) and Unified Communications, supporting voice, call routing, IVR, agent workflows, and platform integrations across the enterprise. The analyst will translate operational and clinical requirements into clear documentation and configuration requirements for Genesys CCaaS and associated UC systems.

Key Responsibilities

• Conduct discovery with Patient Access, centralized scheduling, clinical call centers, billing/financial services, and specialty departments.
• Document current-state and future-state call flows, IVR logic, ACD queues, skills-based and overflow routing, and UC dependencies.
• Partner closely with telephony and Unified Communications teams to align CCaaS configuration with enterprise voice architecture.
• Support migration activities from a legacy contact center platform to Genesys CCaaS, including validation and testing of call routing and agent workflows.
• Identify opportunities to improve call handling efficiency, patient experience, and operational performance.
• Translate complex voice and UC requirements into structured documentation consumable by technical and delivery teams.

Hard Requirements (Applicants Must Meet These Criteria)

Applicants must meet all of the following requirements to be considered:

• 3-5+ years of hands-on experience supporting contact center operations, CCaaS platforms, or Unified Communications environments
• Direct experience with modern CCaaS platforms, such as Genesys Cloud (strongly preferred), Five9, or Talkdesk
• Strong working knowledge of enterprise voice and telephony concepts, including VoIP, call routing, ACDs, IVRs, skills-based routing, and overflow routing
• Demonstrated experience working alongside or supporting Unified Communications and telephony teams
• Ability to document complex call flows, routing logic, and UC dependencies in a clear and structured manner
• Experience working with operational stakeholders to gather and translate requirements into technical solutions
• Experience working in healthcare or similarly regulated environments (HIPAA, patient-facing systems)

Preferred / Additional Experience

• Experience supporting contact center or UC platform migrations or major system upgrades
• Familiarity with Epic telephony integrations or Epic-supported call flows
• Exposure to Cisco VoIP or enterprise voice environments
• Experience with call quality metrics, KPIs, reporting, and patient experience optimization
• Background working in hybrid IT/operations environments with clinical and non-clinical teams

Work Environment

This role is hybrid and based in Jacksonville, FL, with a mix of remote work and on-site support within a healthcare system.

Business Need

This position is supporting a high-impact Genesys CCaaS and Unified Communications migration initiative. The organization requires strong UC and contact center expertise to reduce risk, ensure operational continuity, and deliver a seamless transition from a legacy platform.
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 hybrid position in Jacksonville,FL.
Application Deadline
This position is anticipated to close on May 11, 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.