Job Description
Role: Senior Analyst
Duration: Contract-to-Hire
Location: Aurora, IL (Hybrid 3 days onsite required)
Job Description:
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.
The organization's strategic priorities include:
- 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.
Technology Environment:
- 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.
Role Expectations & Core Responsibilities:
The Sr. Analyst, Contact Center will:
Strategic & Operational Responsibilities
- 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
Technical & Analytical Responsibilities
- Administer, optimize, and configure Cisco/WebEx Contact Center
- Strengthen telephony-to-CRM integration (WebEx 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
Change Management & Partnership
- 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
Key Qualifications:
Must Have
- 7+ years in a B2B2C Contact Center environment
- Strong call center operations experience (senior-level preferred)
- 3+ years with telephony platforms (Cisco/WebEx, 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
Job Tags
Contract work,