IT Systems Analyst III – Five9 & Call Center Technology

## IT Systems Analyst III – Five9 & Call Center Technology Apply locations:
Lisle, Illinois time type:
Full time posted on:
Posted 9 Days Agojob requisition :
JR115218

At
** Duly Health and Care**, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.
With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.
** Benefits:*
* • Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.  
• Access to a mental health benefit at no cost.  
• Employer provided life and disability insurance.  • $5,250 Tuition Reimbursement per year.  
• Immediate 401(k) match.  
• 40 hours paid volunteer time off.  
• A culture committed to community engagement and social impact.  
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.
** Job Description s:
**** IT Systems Analyst III – Call Center Technology
**** Full-Time | 40 Hours/Week Monday–Friday
**** Hybrid Role – Must Travel to Downers Grove Corporate Office
**** Experience with Amazon Connect / AWS preferred
** The Systems Analyst III is responsible for defining system scope and objectives based on user needs, business requirements, and industry standards. This role analyses complex business problems, documents requirements, and translates them into detailed system specifications. The position operates at the highest technical level across most phases of the system lifecycle while balancing business objectives and long-term technology strategy. A key focus of this role is to build and enhance the voice solutions supporting the Five9 contact center platform.

The analyst will develop high-quality, reliable, and high-performing voice applications using technologies such as SIP, RTP/RTCP, IVR, IVA, WebRTC, Web Sockets, and JavaScript. This role requires strong technical expertise, problem-solving ability, and cross-functional collaboration to drive exceptional customer and patient experiences.
** Application & Technical Expertise (40%)
*** Serve as the Subject Matter Expert (SME) for at least one application or functional area.
* Understand the full application stack and resolve unique or complex issues.
* Identify and learn new applications or functionality areas to expand team expertise.
* Design, develop, and maintain utilities and applications to solve business problems.
* Assist in planning and analyzing software strategies and system upgrades. Support the planning, development, and maintenance of application interfaces.
** Collaboration, Training & User Support (40%)
*** Foster a collaborative team environment and promote knowledge sharing across IT and operational partners.
* Provide coaching and training to IT staff and business partners.
* Work directly with end-users to resolve issues related to daily operations and system workflows.
* Mentor junior analysts and guide them through design, troubleshooting, and maintenance activities.
* Support digital website technologies and related system functions.
* Partner with physicians, leaders, and business users to identify needs and define system solutions.
* Help users understand system workflows and identify when enhancements or new workflows are required.
** Risk Management, Documentation & Governance (20%)
*** Identify, analyze, and escalate risks and issues on critical initiatives.
* Analyze information and data to identify trends and recommend improvements.
* Define and communicate standards, guidelines, and best practices.
* Create system documentation, including requirements, release notes, test plans, and training materials.
* Coordinate with cross-functional support groups such as compliance and patient accounts.
* Perform additional duties as…