Contact Center Admin#26-26847

Mettawa, IL

Hybrid Job Description

What are the top 3-5 skills requirements should this person have?

a. Five9 platform experience — hands-on contact center telephony platform experience, specifically Five9. Will consider other telephony platform experience

b. IVR/IVA design knowledge — familiarity with call flow logic and voice automation design principles.

c. Analytical skills — ability to work with call metrics/data (routing accuracy, containment, abandonment rates) to identify trends and troubleshoot.

d. Cross-functional collaboration — ability to work with call center operations, IT, and vendor partners.

e. Neustar familiarity (preferred) — or comparable caller ID/fraud mitigation/telephony data platform experience.

Title:

Patient Engagement Analyst

Location:

Onsite/Hybrid — Mettawa, IL

Type:

Contractor, Individual Contributor Role Summary

The Patient Engagement Analyst supports the operational performance, configuration, and continuous improvement of Client's telephony and voice automation platform with a primary focus on Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) operations. This role ensures reliable, compliant, and patient-friendly voice experiences across call center and patient services channels.

Core Responsibilities

Manage day-to-day operations of IVR and IVA workflows on the Five9 platform, including configuration updates, call flow logic, and routing rules.

Monitor platform performance (call routing accuracy, containment rates, abandonment, latency) and troubleshoot operational issues.

Partner with call center, intake center, and field support teams to translate business/patient experience needs into IVR/IVA design changes.

Support testing, QA, and validation of IVR/IVA changes prior to production release.

Maintain documentation of call flows, configurations, and change history for audit and governance purposes.

Coordinate with vendors on platform issues, enhancements, and roadmap items.

Track and report on IVR/IVA KPIs to stakeholders.

Support compliance considerations relevant to telephony operations.

Qualifications

Experience with contact center telephony platforms; hands-on experience with Five9 or similar required.

Experience with Neustar (or comparable caller ID/fraud mitigation or telephony data platforms) preferred.

Familiarity with IVR/IVA design principles and call flow logic.

Strong analytical skills — comfortable working with call metrics/data to identify trends and issues.

Ability to work cross-functionally with call center operations, IT, and vendor partners.

Experience in healthcare, pharma, or patient services environments a plus.

Nice-to-Haves

Experience with conversational AI / natural language IVA platforms (e.g., NLP-driven virtual agents).

Familiarity with Salesforce Health Cloud or Life Science Cloud environments, given adjacency to your broader platform ecosystem.

Prior experience in a regulated industry (healthcare, financial services) with compliance-aware telephony operations.

Experience Level = 3-5 Years

EEO:

"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.