Sr. Analyst, Contact Center

Who we are

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you'll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Aurora (IL), United States

Sr. Analyst, Contact Center

Aurora, IL | United States 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…