Senior Contact Center Analyst (Salesforce)

TL;DR

Senior Contact Center Analyst (Salesforce): Optimizing contact center systems, strengthening telephony and Salesforce integration, and improving operational performance through data-driven insights. Focus on designing system and workflow improvements, developing workforce planning and forecasting models, and building operational reports and analytics.

Location: Hybrid in Aurora, IL, United States. Internet connectivity (200Mb/sec download, 10Mb/sec upload) required to support remote/hybrid functionality.

Salary: $88K to $110K

Company

hirify.global Group develops innovative solutions for hearing health, from personal audio devices to hearing aids and cochlear implants, dedicated to outstanding customer experiences.

What you will do

• Lead optimization, configuration, and integration of Cisco/WebEx Contact Center with Salesforce Service Cloud.
• Serve as the primary business owner for contact-center technology, ensuring system performance and alignment.
• Identify system gaps, workflow friction points, and data breaks to design and drive system-enabled process improvements.
• Develop and maintain workforce planning and forecasting models using various interaction data for accurate staffing.
• Build and maintain dashboards, operational reports, and analytics for SLA tracking and performance insights.
• Partner with IT and vendors to translate business requirements into technical specifications, oversee testing, and support deployment.

Requirements

• 7+ years in a B2B2C Customer Contact Center environment.
• 3+ years working with contact-center telephony platforms (Cisco/WebEx, NICE, Genesys, or similar).
• 3+ years in workforce planning, forecasting, and performance analytics.
• Experience supporting or integrating CRM systems, preferably Salesforce Service Cloud.
• Strong background in reporting, dashboards, and advanced Excel.
• Experience with Calabrio WFM/WFO, SAP, and CTI/ACD routing configurations.

Culture & Benefits

• Team-customized hybrid work model offering flexibility and individualized time management.
• Medical, dental, and vision coverage, Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts.
• 401k plan with company match and company-paid life/ad&d and Short/Long-Term Disability coverage.
• Paid Time Off (sick, vacation, holidays, floating Diversity Day) and paid parental bonding leave.
• Employee Assistance Program providing 24/7 mental health support and counseling sessions.
• Robust internal career growth opportunities, tuition reimbursement, and hearing aid discounts for employees and family.