Principal Application Analyst (Contact Center)

TL;DR

Principal Application Analyst (Contact Center/IVR): Designing and optimizing Enterprise Workforce Optimization (WFO) and IVR solutions for contact centers with an accent on system stability and customer experience. Focus on developing IVR applications using Java and VXML and integrating diverse databases to provide actionable leadership data.

Location: Remote (USA)

Salary: $112,819 - $164,995 per year

Company

Top-ranked healthcare provider dedicated to patient care and employee investment.

What you will do

• Provide advisory support for enterprise contact centers regarding WFO solution utilization and configuration.
• Lead the design, development, and implementation of IVR applications and outbound dialers.
• Monitor intra-day dialer activity, manage call lists, and produce campaign reporting.
• Customize IVR environments using Core Java and VXML.
• Develop data-retrieval applications using Oracle and SQL Server.
• Ensure dialing rules comply with FCC regulations.

Requirements

• Must be based in the USA (E-Verify requirement)
• Visa sponsorship is not available for this role
• Bachelor's degree in Engineering, CIS, or related field with 8+ years of experience (or Master's with 6+ years).
• Experience customizing IVR environments with Java and VXML.
• Proficiency in Oracle and SQL Server databases.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• Pre-tax savings options including HSA and FSAs.
• Competitive retirement package.
• Continuing education and professional advancement opportunities.