ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing to enable them to communicate again after they lose the ability to use the telephone. Since our inception, we have existed for one purpose, to improve the lives of our customers. Enabling communication is our passion. We believe in providing the highest levels of service and products to our customers. Our goal is to change lives by re-enabling social connections and independence through using the telephone today and through other services in the future. We are a technology service company that utilizes groundbreaking automatic speech recognition, human captioning, product development, and customer center marketing, sales, and service to deliver easy-to-use products to our mostly senior customer base. As a Federal Communications Commission (FCC) – certified telephone captioning provider, ClearCaptions follows the highest industry standards for privacy, security, and professionalism on all calls.
Contact Center Platform Analyst
Location
United States
Posted
3 days ago
Salary
$80K - $95K / year
Seniority
Mid Level
Job Description
Contact Center Platform Analyst
ClearCaptions LLC
Role Description The Contact Center Platform Analyst is responsible for the administration, configuration, analysis, and optimization of contact center platform capabilities that support daily operations and overall contact center strategy. This role focuses on platform administration and operational enablement, including: - Skills - Dialers - Phone numbers - Routing-related configuration - Other contact center system capabilities This role supports RingCentral and NICE CXone and may support additional contact center and workforce-related platforms as business needs evolve. Responsibilities include: - Providing limited real-time operational support by monitoring platform performance - Identifying configuration-related issues or emerging trends - Supporting approved same-day changes to maintain service levels and operational effectiveness - Light project management to coordinate cross-functional work - Partnering with vendors and supporting feature launches Qualifications - A high school diploma or equivalent is required; a bachelor's degree in business, operations, information systems, project management, or a related field is preferred. - Equivalent combinations of education and relevant experience will be considered. - A minimum of five (5) years of hands-on experience administering or supporting NICE CXone in a contact center environment is required. - Experience making changes and troubleshooting within NICE Studio. - Experience with contact center configuration such as skills, routing, campaigns, dialers, queues, and phone number administration. - Experience partnering directly with software or platform vendors to troubleshoot issues, test solutions, and support new feature rollouts. - Experience coordinating cross-functional initiatives or managing project workstreams involving multiple stakeholders. - Strong analytical skills with the ability to identify issues, trends, risks, and improvement opportunities. - Strong attention to detail and ability to manage multiple configuration changes and project tasks accurately. - Strong organizational, time management, and documentation skills in a fast-paced operational environment. - Ability to communicate clearly with technical and non-technical stakeholders and provide concise project and status updates. - Ability to work collaboratively with Workforce Management, Operations, IT, vendors, and other stakeholders to drive results. - Experience supporting testing, change management, implementation, and rollout of platform updates preferred. - Experience monitoring contact center performance or supporting real-time operational decision-making preferred. - Willingness and ability to work flexible hours as needed. - Proficiency in Microsoft Office Suite and modern communication tools used by virtual teams (e.g., Microsoft Teams, Slack). Requirements - Experience supporting RingCentral and/or similar contact center or telephony platforms strongly preferred. - Experience with Balto. Benefits - Compensation: $80,000 to $95,000 determined by competitive market analysis and internal equity considerations. - Final compensation will be based on the candidate’s qualifications, experience, and business needs. - For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Physical Demands - Sitting, standing, and walking (95-100%) - Keyboarding (70-90%) - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%) Work Environment - 100% Remote: Work environment is at home.
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