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.

• Analyze and map data fields from source systems to target system requirements. • Identify and correct data inconsistencies, errors, and duplicates to ensure data quality. • Perform data validation checks to verify data accuracy and completeness. • Transform data into specified formats and structures as required. • Maintain clear and accurate documentation of data conversion processes and findings. • Troubleshoot data conversion issues and propose solutions. • Work closely with the Product Onboarding Manager and other team members to achieve project goals.

• Support sales and consulting teams in responding to new business opportunities through proposals, statements of work, and presentation materials. • Participate in discovery sessions and stakeholder discussions to gather requirements and shape solution approaches. • Translate business needs into practical data and analytics solutions leveraging modern Microsoft technologies. • Develop effort estimates, resource plans, and engagement approaches. • Maintain and improve reusable presales assets, templates, case studies, and capability materials. • Coordinate and manage the practice’s intellectual property portfolio, including accelerators, frameworks, internal tools, and reusable assets. • Prioritise and maintain the IP backlog, ensuring initiatives deliver measurable value. • Review and improve contributions from consultants and engineers to ensure quality, consistency, and reusability. • Support onboarding and engagement of contributors across the practice. • Contribute directly to documentation, design, and technical enhancements where required. • Lead targeted R&D initiatives focused on emerging Data & AI technologies. • Evaluate and implement opportunities to leverage AI tools that enhance consulting, engineering, proposal development, estimation, and delivery outcomes. • Share learnings, demonstrations, and best practices across the broader team. • Develop practical guidance and playbooks that enable adoption of new capabilities. • Support operational processes including timesheet reviews, utilisation monitoring, and resource planning activities. • Assist with workforce visibility, skills mapping, and capability development initiatives. • Maintain skills and knowledge matrices to identify development opportunities and capability gaps. • Analyse utilisation and performance trends and provide insights to practice leadership. • Contribute to ongoing practice improvement initiatives and operational excellence. • Provide occasional support to client engagements through technical reviews, advisory activities, workshops, and solution scoping. • Assist with specialist expertise during periods of increased delivery demand.

• Write and maintain SQL queries to extract, manipulate, and validate data from company databases. • Provide support as needed to other internal teams when specific projects involving data analysis arise. • Collect, clean, and analyze data from various sources to identify trends and opportunities. • Support and provide technical assistance for inquiries and issues. • Triage and track internal and external data requests.