Contact Center Systems Analyst

ABOUT US:

CMT Services Inc. is a dynamic and small business supporting Federal, State, and Local government agencies. As an SBA-certified HUBZone, Woman Owned Small Business (WOSB), we deliver quality, professional services to support the missions and strategic business goals of our clients.

Position Title: Contact Center Systems Analyst

Location:

University of Maryland Global Campus

3501 University Blvd. East, Adelphi, MD 20783

Period of Performance:

1 year

40 hours per week (no overtime). 

Work Environment:

Remote - within the United States (this means we expect the resource is remote and located in the US and working ET hours)

Position Summary: The Contact Center Systems Analyst is responsible for the administration, configuration, support, and continuous improvement of UMGC's cloud contact center technologies, with Five9 serving as the primary platform.

This role focuses on day-to-day platform operations, user support, system configuration, testing, documentation, and incident management activities that help maintain reliable contact center services for business teams. The analyst will work closely with Salesforce, CRM, IT, Service Center, and business stakeholders to support voice, SMS, dialer, IVR, and related contact center workflows.

The ideal candidate is a strong problem solver with hands-on platform administration experience who enjoys improving operational efficiency, supporting users, maintaining documentation, and delivering quality solutions. While the role will participate in technical discussions and enhancement projects, complex architecture, enterprise integration design, and long-term platform strategy remain the responsibility of senior technical leads.

Key Responsibilities

Platform Administration & Configuration

• Configure and maintain contact center platform settings, primarily within Five9.
• Support inbound, outbound, SMS, voicemail, and digital interaction workflows.
• Maintain skills, agent groups, campaigns, dispositions, routing profiles, and user settings.
• Assist with call flow, IVR, and routing configuration updates based on approved business requirements.
• Support campaign setup, list management, and dialer configuration activities.
• Perform regular audits of platform configuration and user access.

Operational Support & Incident Management

• Serve as an escalation point for contact center platform support issues not resolved by Tier 1 support teams.
• Troubleshoot platform, configuration, and workflow issues across Five9 and integrated systems.
• Coordinate with internal technology teams and vendors to investigate and resolve incidents.
• Monitor platform performance and identify operational issues before they impact users.
• Track support trends and recommend improvements that reduce recurring incidents.

Testing & Release Support

• Support implementation activities for enhancements and configuration changes.
• Execute unit testing, regression testing, and user acceptance testing (UAT).
• Validate changes within sandbox and lower environments before production deployment.
• Document test plans, test results, and deployment validation activities.
• Assist in maintaining release documentation and change management records.

Documentation & Knowledge Management

• Create and maintain technical and operational documentation for contact center systems.
• Maintain knowledge articles, support procedures, configuration inventories, and troubleshooting guides.
• Document workflows, routing logic, integrations, and business processes.
• Support audit, compliance, and governance documentation requirements.

Business & User Support

• Partner with business stakeholders to understand operational needs and recommend platform improvements.
• Support user onboarding, permission requests, and platform access activities.
• Assist with contact center reporting requests and operational analysis.
• Provide guidance and training to supervisors, administrators, and business users regarding platform capabilities and processes.

Continuous Improvement

• Identify opportunities to improve workflows, reduce manual effort, and increase operational efficiency.
• Assist with implementation of approved enhancements and automation initiatives.
• Stay informed on platform updates and recommend practical improvements.
• Participate in modernization and enhancement projects as assigned.

Skills

• Experience administering cloud contact center platforms such as Five9, NICE CXone, Genesys Cloud, Amazon Connect, or similar solutions.
• Understanding of contact center operations, routing, queue management, and dialer concepts.
• Experience supporting IVR, voice, SMS, and digital interaction workflows.
• Familiarity with CRM integrations, preferably Salesforce.
• Strong troubleshooting and analytical skills.
• Experience creating and maintaining technical documentation.
• Ability to manage multiple priorities and support requests simultaneously.
• Strong verbal and written communication skills.
• Ability to work independently while collaborating across technical and business teams.
• Customer-service oriented mindset with strong attention to detail.

Required Experience

• 3+ years of experience supporting or administering contact center technologies.
• Experience configuring and maintaining cloud-based contact center platforms.
• Experience supporting production users and business operations.
• Experience with system testing, troubleshooting, and incident management.
• Experience working with business stakeholders to implement configuration changes and operational improvements.
• Familiarity with Salesforce or another CRM platform.

Preferred Experience

• Direct Five9 administration experience.
• Experience supporting SMS, dialer, IVR, and routing configurations.
• Experience working within higher education, customer service, or enterprise contact center environments.
• Experience supporting vendor escalations and platform support cases.
• Industry certifications related to Five9, Salesforce, or contact center technologies.

Education

• Bachelor's degree preferred.
• Equivalent combination of experience and technical training considered.

Join Our Team:

At CMT Services, we believe that extraordinary results come from empowering exceptional people. If you're ready to lead innovative projects, solve complex challenges, and contribute to meaningful infrastructure development while advancing your career in a supportive, collaborative environment, we want to hear from you.

Disclaimer: 

By submitting your resume for this job posting, you authorize CMT Services, Inc. to forward your resume to all applicable internal and external managers, agencies, and recruitment personnel for review and consideration to hire.