Contact Center Platform Analyst (100% Remote)

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.   

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.  

For more information about our services please visit clearcaptions.com.   

The kind of people we look for:    

• Versatile people who thrive on variety and challenge   
• Excited about working in a fast-paced environment.   
• Innate problem solvers who want to grow in a flexible, collaborative culture.   
• Takes initiative, pushes boundaries, motivated to innovate.   
• Individuals with a growth mindset who want to use their learning and relationship-building skills.   
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.   

Summary:

The Contact Center Platform Analyst is responsible for the administration, configuration, analysis, and optimization of contact center platform capabilities that support daily operations and overall contact center strategy. This role focuses on platform administration and operational enablement, including skills, dialers, phone numbers, routing-related configuration, and other contact center system capabilities that help ensure efficient, effective, and scalable service delivery. The role supports RingCentral and NICE CXone and may support additional contact center and workforce-related platforms as business needs evolve. This role also provides limited real-time operational support by monitoring platform performance, identifying configuration-related issues or emerging trends, and supporting approved same-day changes that help maintain service levels and operational effectiveness.

This role includes light project management responsibilities to coordinate cross-functional work, partner with vendors, support feature launches, and help ensure platform-related initiatives are executed on time and within scope. The role partners closely with Workforce Management, Contact Center Operations, IT, vendors, Training, and other cross-functional stakeholders.

This position will report to Workforce Management Manager.

What This Role Does:

• Administers and maintains contact center platform configuration to support business and operational needs.
• Creates, updates, and maintains skills, dialers, campaigns, phone numbers, routing configurations, and other contact center system settings.
• Supports and optimizes current contact center platforms, including RingCentral and NICE CXone, while maintaining flexibility to support future systems and tools.
• Partners with Workforce Management and Operations leaders to implement platform changes aligned to contact center strategy and service delivery goals.
• Monitors platform performance, queue behavior, dialer activity, and routing effectiveness during live operations to identify configuration issues, operational risks, or opportunities for improvement.
• Provides real-time insight to Workforce Management and Operations regarding skill performance, routing behavior, dialer activity, and other platform-related impacts to service delivery.
• Executes approved same-day configuration changes in support of operational priorities and business needs.
• Plans, coordinates, and tracks platform-related initiatives, enhancements, and feature launches to ensure work is completed on time and within scope.
• Defines project activities, milestones, dependencies, risks, and communication needs for platform-related projects and enhancements.
• Coordinates cross-functional stakeholders, including WFM, Operations, IT, Training, and external vendors, to support successful implementation of platform updates and process improvements.
• Serves as a key point of contact for vendors to troubleshoot issues, coordinate resolution efforts, escalate concerns, and support testing and launch of new features and functionality.
• Maintains project documentation, change logs, configuration standards, meeting notes, and operating procedures.
• Supports testing, validation, user acceptance activities, and rollout of system changes to ensure accuracy and operational readiness.
• Identifies potential risks, dependencies, and impacts related to platform changes and recommend mitigation strategies.
• Monitors configuration effectiveness and identifies opportunities to improve efficiency, consistency, scalability, and platform utilization.
• Supports reporting validation and operational analysis related to platform setup, changes, and performance as needed.
• Ensures changes are completed accurately, timely, and in accordance with established processes and controls.
• Performs other duties as assigned.

What You Will Bring:

• A high school diploma or equivalent is required; a bachelor's degree in business, operations, information systems, project management, or a related field is preferred. Equivalent combinations of education and relevant experience will be considered.
• A minimum of five (5) years of hands-on experience administering or supporting NICE CXone in a contact center environment is required.
• Experience making changes and troubleshooting within NICE Studio.
• Experience with contact center configuration such as skills, routing, campaigns, dialers, queues, and phone number administration.
• Experience partnering directly with software or platform vendors to troubleshoot issues, test solutions, and support new feature rollouts.
• Experience coordinating cross-functional initiatives or managing project workstreams involving multiple stakeholders.
• Strong analytical skills with the ability to identify issues, trends, risks, and improvement opportunities.
• Strong attention to detail and ability to manage multiple configuration changes and project tasks accurately.
• Strong organizational, time management, and documentation skills in a fast-paced operational environment.
• Ability to communicate clearly with technical and non-technical stakeholders and provide concise project and status updates.
• Ability to work collaboratively with Workforce Management, Operations, IT, vendors, and other stakeholders to drive results.
• Experience supporting testing, change management, implementation, and rollout of platform updates preferred.
• Experience monitoring contact center performance or supporting real-time operational decision-making preferred.

• Willingness and ability to work flexible hours as needed.

• Proficiency in Microsoft Office Suite and modern communication tools used by virtual teams (e.g., Microsoft Teams, Slack).

Preferred:

• Experience supporting RingCentral and/or similar contact center or telephony platforms strongly preferred.

• Experience with Balto.

Physical Demands:

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose and undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)  
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)

Work Environment:

100% Remote: Work environment is at home.

Compensation:  

$80,000 to $95,000 determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. 

Intrigued to learn more?  

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.  

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer:  

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. 

ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

Protecting Your Candidate Experience

At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind:

• All legitimate ClearCaptions job openings are posted exclusively on this careers page.
• Our recruiters will only contact you from verified @clearcaptions.com email addresses.
• We will never offer a job through LinkedIn messages or any social media platform.
• We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process.

 We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate. If you receive a message that seems suspicious or doesn’t follow these guidelines, please don’t engage. You’re welcome to verify any opportunity by reaching out to us directly at recruiting@clearcaptions.com.

We’re committed to a hiring process that is respectful, secure, and clear every step of the way.