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/WebEx Contact Center with Sale...