Contact Center Operations Analyst

We are looking for a skilled Contact Center Operations Analyst to join our team in Irvine, California. This Contract-to-Permanent position offers an exciting opportunity to contribute to the optimization of contact center processes and systems. In this role, you will play a critical part in ensuring seamless operations and enhancing customer engagement through effective system management and campaign configuration.

Responsibilities:

• Configure and manage dialing campaigns, call flows, and call routing logic to optimize contact center operations.
• Oversee user account management, permissions, and system settings to ensure proper access and functionality.
• Monitor system performance and address operational issues promptly to maintain efficiency.
• Analyze campaign performance and escalate concerns to relevant teams as needed.
• Resolve technical issues related to call flows and integrated platforms.
• Perform system hygiene tasks, including cleanup and updates to configurations.
• Support the setup and maintenance of AI voice agent campaigns to enhance automation capabilities.
• Update and maintain agent scripting tools to ensure alignment with campaign goals and compliance standards.
• Collaborate with vendors and internal teams to troubleshoot and resolve technical challenges.
• Document system configurations, call flows, and campaign settings for future reference and training purposes.