Enterprise Contact Center Analyst

Overview

Hybrid
$50 - $60
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 6 Month(s)
Able to Provide Sponsorship

Skills

Amazon Web Services
Call-recording
Cloud Computing
Customer Relationship Management (CRM)
Customer Service
Genesys
HIPAA
Health Care
LinkedIn
Management
Microsoft Exchange
Real-time
Routing
Salesforce.com
System Integration
Telephony
Transcription
VoIP
WAR

Job Details

Title- Enterprise Contact Center Analyst

Location: Sacramento CA 2-3 days a week

Duration- 12-month Plus Contract

Interview- video

Strong LinkedIn

Must have Strong Healthcare Project experience with knowledge of HIPAA, PII/PHI protections, and state security frameworks

Experience with enterprise contact center technologies, including cloud-based platforms such as TTEC, Genesys, Amazon Connect, or equivalent, supporting high-volume customer service environments.

- Transcription & Speech Analytics

Must have hands-on experience implementing, configuring, and troubleshooting real-time and post-call transcription services, including integration of transcription outputs with CRM/eligibility systems (e.g., Salesforce, CalHEERS, or equivalent).

- Multi-Party Call Management

Must have direct experience resolving multi-party conferencing issues in VoIP/cloud telephony environments, including call quality, routing, latency, and session management challenges.

- System Integration & Data Flow

Must have experience integrating contact center solutions with case management or health exchange systems, ensuring accurate data capture from calls, transcripts, and agent notes into downstream systems (Salesforce, CalHEERS, or equivalent).

- Security & Compliance

Must have knowledge of HIPAA, PII/PHI protections, and state security frameworks applicable to contact center environments, with proven ability to design compliant call recording, transcription, and retention processes.

- Incident & Vendor Management

Must have demonstrated ability to lead troubleshooting sessions, vendor escalations, and cross-team war rooms for contact center issues, ensuring timely resolution of service disruptions and transcription/voice routing defects.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.