Contact Center Analyst

Contact Center Analyst (CCaaS) - Healthcare

Role Overview

The Contact Center Analyst supports the assessment, design, and deployment of a modern cloud-based Contact Center as a Service (CCaaS) platform across a large healthcare system. This role partners closely with Patient Access, scheduling teams, clinical call centers, billing/financial services, and specialty departments to understand current workflows and ensure the new platform meets both operational and patient experience needs.
The analyst will lead discovery efforts, document existing call flows, map ACD queues and routing logic, identify optimization opportunities, and translate operational requirements into clear CCaaS configuration and build specifications.

Key Responsibilities

• Conduct detailed discovery through documentation review, stakeholder interviews, shadowing sessions, and workflow observation across Patient Access, centralized scheduling, ambulatory clinics, nurse triage, specialty departments, and other contact-center-enabled teams
• Document current-state call flows, ACD queue structures, skills-based routing, and departmental escalation paths
• Inventory routing dependencies including after-hours workflows, on-call coverage, language services, and multi-site load balancing
• Compile structured documentation covering call flows, queue membership, skills, conditional routing, overflow logic, and behavior for high-volume clinical services
• Identify redundancies, inefficiencies, and unnecessary workflows that can be consolidated or eliminated
• Translate operational requirements into clear, actionable CCaaS build specifications
• Develop and execute test plans that reflect healthcare-specific operational scenarios and validate configurations were built as designed

Qualifications & Skills

• 3-5+ years of experience in contact center operations or CCaaS administration
• Strong understanding of ACD/IVR design, skills-based routing, overflow routing, and reporting
• Experience working in healthcare environments, ideally supporting Patient Access, centralized scheduling, clinical triage, or revenue cycle operations
• Ability to translate complex call routing logic into clear, structured documentation
• Strong analytical, communication, and interpersonal skills with the ability to influence operational stakeholders
• Hands-on experience with modern CCaaS platforms such as Genesys Cloud, Five9, or Talkdesk
• Familiarity with Epic telephony functionality and integrations supporting call flows

Why This Role

This is an opportunity to play a key role in modernizing a healthcare contact center environment, directly impacting operational efficiency and patient experience. You'll work cross-functionally with clinical and administrative teams while helping design and deploy a scalable, cloud-based CCaaS solution.
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 - $50.00/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 onsite position in Jacksonville,FL.
Application Deadline
This position is anticipated to close on Apr 24, 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.