Contact Center Operations Analyst

Mutual of Omaha Mortgage is a Fortune 300 Company dedicated to customer and employee care. They are seeking a dynamic Contact Center Operations Analyst to support daily operations and ongoing platform improvements in collaboration with Marketing leadership and external vendors.ResponsibilitiesAdminister and configure the Five9 contact center platformConfigure and maintain dialing campaigns, IVR flows, and call routing logicManage user accounts, permissions, and system settingsMonitor system performance and troubleshoot operational issuesMonitor campaign performance and escalate issues when neededTroubleshoot and resolve call flow issues across integrated platformsMaintain system hygiene tasks such as ANI cleanup and configuration updatesSupport configuration and maintenance of AI voice agent campaignsMaintain and update agent scripting tools used during inbound and outbound callsEnsure agent scripts align with campaign requirements and compliance guidelinesGenerate and maintain contact center reports and data exportsWork with vendors and internal teams to troubleshoot technical issuesSupport and participate in platform upgrades, testing, and new feature rolloutsMaintain documentation of system configurations, IVR flows, and campaign settingsSkills1 to 3 years of experience supporting contact center technology, telephony systems, dialers, IVR flows, or CCaaS platformsStrong troubleshooting and analytical skillsComfortable working with multiple software platforms simultaneouslyStrong attention to detail and organizational skillsAbility to thrive in a fast-paced environment and manage multiple priorities effectivelyExperience with Five9Exposure to AI voice agents or conversational AI toolsExperience with quality assurance platformsExperience maintaining or updating agent scripting toolsExposure to CRM platforms such as Salesforce in a contact center contextExperience generating or interpreting contact center performance reportsBenefitsVacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service.Paid Sick Time — 40 hours of paid sick time after 90 days of employment.9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday)Multiple PPO Medical Plans, as well as HDHP eligible plan.Dental CoverageVision CoverageCompany Paid Life Insurance401K with a generous employer matchAdditional Benefits including – Optional Life, FSA, Pet Insurance etc.Free Legal ServicesEmployee Loan ProgramCompany OverviewMutual of Omaha Mortgage specializes in sales, training, marketing and mortgage advisory services. It was founded in 2016, and is headquartered in San Diego, California, USA, with a workforce of 501-1000 employees. Its website is https://www.mutualmortgage.com.Company H1B SponsorshipMutual of Omaha Mortgage has a track record of offering H1B sponsorships, with 3 in 2022. Please note that this does not guarantee sponsorship for this specific role.



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