Senior Call Center Analyst

Sr. Analyst Contact Center – Customer Success

The Sr. Analyst, Contact Center supports the Customer Success organization by optimizing contact-center systems, strengthening telephony and Salesforce integration, and improving operational performance through data-driven insights. This role identifies system and workflow gaps, drives technology-enabled process improvements, and develops accurate workforce planning and forecasting models that ensure strong customer accessibility and service levels. The position works closely with IT and Customer Success leaders to ensure systems function cohesively, data is reliable, and process changes are executed effectively.

The role exists to enhance the overall customer experience through smarter systems, better visibility, and optimized resource planning.

Responsibilities:

• Lead optimization, configuration, and integration of Cisco/Web Ex Contact Center with Salesforce Service Cloud to improve routing, case management, reporting, and agent workflows.
• Serve as the primary business owner for contact-center technology and ensure system performance, stability, and alignment with business needs.
• Identify system gaps, workflow friction points, and data breaks; design and drive system-enabled process improvements.
• Develop and maintain workforce planning and forecasting models using call, email, EDI, and web-interaction data to support accurate staffing decisions.
• Build and maintain dashboards, operational reports, and analytics used for SLA tracking, performance insights, and daily management.
• Partner with IT and vendors to translate business requirements into technical specifications, oversee testing, validate enhancements, and support deployment readiness.
• Support implementation of new contact-center tools, features, and system integrations, including change management, training, and communication.

More about you:

• 7+ years in a B2B2C Customer Contact Center environment.
• 3+ years working with contact-center telephony platforms (Cisco/Web Ex, NICE, Genesys, or similar).
• 3+ years in workforce planning, forecasting, and performance analytics.
• Experience supporting or integrating CRM systems, preferably Salesforce Service Cloud.
• Proven ability to identify system gaps and drive system-based process improvements.
• Strong background in reporting, dashboards, and advanced Excel.
• Experience with Calabrio WFM/WFO, SAP, and CTI/ACD routing configurations.

A minimum of 200

Mb/sec download and 10

Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact  Sonova Human Resources

What we offer:

Medical, dental and vision coverage*

Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts Tele Health  options

401k plan with company match*

Company paid life/ad&d insurance

Company paid Short/Long-Term Disability coverage (STD/LTD)

Accident/Hospital Indemnity coverage

Legal/ Assistance

PTO (or sick and vacation time), floating Diversity Day, & paid holidays*

Paid parental bonding leave

Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)

Robust Internal Career Growth opportunities

Hearing aid discount for employees and family

Internal social recognition platform

This role's pay range is between: $88K to $110K . This role is also commission eligible/bonus eligible.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.