Senior Analyst

Role: Senior Analyst

Duration: Contract-to-Hire

Location: Aurora IL (Hybrid 3 days onsite required)

Position Intel:

Client is in the middle of a major telephony transformation with platform upgrades already underway and external partners actively engaged. This Sr. Analyst will work closely with those partners to move the transformation forward and act as a dedicated contact center expert inside the business.

• Optimizing and redesigning their current contact center systems
• Improving reporting and analytics to empower better decision making
• Fully leveraging their investment in CX technology
• Adding a true contact center whisperer focused on operational success and customer experience

This role fills a long-standing gap and will serve as the connective tissue between technology operations and business strategy.

• Telephony Platform:
  Cisco Webex Contact Center
• QA / Analytics:
  Calabrio (common in modern CX environments)
• CRM:
  Salesforce Service Cloud
• Additional Systems: SAP CTI/ACD routing multi-channel workflows (email phone EDI web)
• Call center expertise and data fluency are a must.

The Sr. Analyst Contact Center will:

• Support and guide ongoing contact center system upgrades
• Serve as the primary business owner for telephony and QA systems
• Connect the dots between technology operations and leadership priorities
• Build narratives around KPIs and insights to influence decision-making
• Help the business think strategically about emerging AI opportunities in CX

• Administer optimize and configure Cisco/Web Ex Contact Center
• Strengthen telephony-to-CRM integration (Web Ex Salesforce)
• Develop reporting analytics and performance dashboards
• Interpret data and translate analytics into actionable insights
• Identify system gaps workflow friction and data issues
• Design and implement system-enabled process improvements
• Maintain forecasting and workforce planning models across channels

• Collaborate with IT vendors and business leaders
• Translate business requirements into technical specifications
• Oversee testing validate enhancements and support go-live readiness
• Document processes and support training/change management

Must Have

• 7 years in a B2B2C Contact Center environment
• Strong call center operations experience (senior-level preferred)
• 3 years with telephony platforms (Cisco/Web Ex NICE Genesys etc.)
• 3 years in workforce planning forecasting or analytics
• Experience with Salesforce Service Cloud or similar CRMs
• Ability to interpret and communicate data-not just number crunch
• Highly engaged and comfortable with leadership-facing communication
• Tech-savvy with the ability to bridge IT business operations

Preferred

• Experience with Calabrio WFM/WFO
• Experience supporting multi-channel workflows (email EDI phone web)
• Strong documentation and test case development
• Exposure to large-scale enterprise change management

Splunk, IDS, Microsoft Access, SQL, Cybersecurity, Intelligence Experience, Malware Analysis, Tableau, Analysis Skills, SAS, Data Analysis Skills, Analytics

Full Time

years

1