Contact Center Platform Analyst (100% Remote)

Summary:   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, and other contact center system capabilities that help ensure efficient, effective, and scalable service delivery. The role supports RingCentral and NICE CXone and may support additional contact center and workforce-related platforms as business needs evolve. This role also provides limited real-time operational support by monitoring platform performance, identifying configuration-related issues or emerging trends, and supporting approved same-day changes that help maintain service levels and operational effectiveness.   This role includes light project management responsibilities to coordinate cross-functional work, partner with vendors, support feature launches, and help ensure platform-related initiatives are executed on time and within scope. The role partners closely with Workforce Management, Contact Center Operations, IT, vendors, Training, and other cross-functional stakeholders.   This position will report to Workforce Management Manager.     What This Role Does:   Administers and maintains contact center platform configuration to support business and operational needs. Creates, updates, and maintains skills, dialers, campaigns, phone numbers, routing configurations, and other contact center system settings. Supports and optimizes current contact center platforms, including RingCentral and NICE CXone, while maintaining flexibility to support future systems and tools. Partners with Workforce Management and Operations leaders to implement platform changes aligned to contact center strategy and service delivery goals. Monitors platform performance, queue behavior, dialer activity, and routing effectiveness during live operations to identify configuration issues, operational risks, or opportunities for improvement. Provides real-time insight to Workforce Management and Operations regarding skill performance, routing behavior, dialer activity, and other platform-related impacts to service delivery. Executes approved same-day configuration changes in support of operational priorities and business needs. Plans, coordinates, and tracks platform-related initiatives, enhancements, and feature launches to ensure work is completed on time and within scope. Defines project activities, milestones, dependencies, risks, and communication needs for platform-related projects and enhancements. Coordinates cross-functional stakeholders, including WFM, Operations, IT, Training, and external vendors, to support successful implementation of platform updates and process improvements. Serves as a key point of contact for vendors to troubleshoot issues, coordinate resolution efforts, escalate concerns, and support testing and launch of new features and functionality. Maintains project documentation, change logs, configuration standards, meeting notes, and operating procedures. Supports testing, validation, user acceptance activities, and rollout of system changes to ensure accuracy and operational readiness. Identifies potential risks, dependencies, and impacts related to platform changes and recommend mitigation strategies. Monitors configuration effectiveness and identifies opportunities to improve efficiency, consistency, scalability, and platform utilization. Supports reporting validation and operational analysis related to platform setup, changes, and performance as needed. Ensures changes are completed accurately, timely, and in accordance with established processes and controls. Performs other duties as assigned.     What You Will Bring:   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). Preferred: Experience supporting RingCentral and/or similar contact center or telephony platforms strongly preferred. Experience with Balto.     Physical Demands:   In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose and undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.   Employees may experience the following physical demands for extended periods of time:   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.