Operational Analyst - Telephony Product Configuration
Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.
Summary
Support the optimization of our telephony platform within the Performance Enablement Organization (PEO). This role translates business, operational, and compliance requirements into clear, well-documented system configurations.
This position focuses on hands-on configuration, testing, and documentation. The role partners closely with operational leaders, Product Experience Owners (PXOs), reporting, enablement, and technology teams to configure, test, and maintain our telephony solution aligned to best practices and enterprise standards.
Your role in our mission
Configure and maintain the telephony system to ensure it meets the needs of the business and operates efficiently to help teams meet SLAs and KPIs.
Execute configuration changes under defined standards and design guidance.
Participate in functional and regression testing, including test case execution and validation of expected results.
Document all configuration decisions, dependencies, and impacts.
Support enterprise governance standards for configuration, naming conventions, versioning, and change management.
Assist with pre‑go‑live testing, post‑go‑live stabilization, and production validation.
Maintain clear documentation to enable knowledge transfer and reduce single‑point dependency.
Partner with operational leaders to understand business needs and pain points.
Work closely with PXOs, technology teams, and other Operational Analysts within PEO to deliver aligned solutions.
Support reporting and enablement teams by providing configuration context and functional inputs.
Operate effectively in an agile, matrix‑based environment.
What we're looking for
Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, related field, or equivalent experience
1–3 years of experience in operations analysis, business analysis, telephony or CX platform support roles
Exposure to omnichannel environments
Experience configuring or supporting enterprise CX/WFO/WEM platforms such as Verint, NICE, Genesys, Calabrio, or comparable solutions with NICE CXOne or AWS Connect strongly preferred
Experience supporting system implementations, enhancements, or preferred migrations
What you should expect in this role
Fully remote position.
Opportunity to travel through your work up to 10% of the time.
This posting is intended for pipelining. We will accept applications on an ongoing basis.
The pay range for this position is $51,700.00 - $73,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.
Summary
Support the optimization of our telephony platform within the Performance Enablement Organization (PEO). This role translates business, operational, and compliance requirements into clear, well-documented system configurations.
This position focuses on hands-on configuration, testing, and documentation. The role partners closely with operational leaders, Product Experience Owners (PXOs), reporting, enablement, and technology teams to configure, test, and maintain our telephony solution aligned to best practices and enterprise standards.
Your role in our mission
Configure and maintain the telephony system to ensure it meets the needs of the business and operates efficiently to help teams meet SLAs and KPIs.
Execute configuration changes under defined standards and design guidance.
Participate in functional and regression testing, including test case execution and validation of expected results.
Document all configuration decisions, dependencies, and impacts.
Support enterprise governance standards for configuration, naming conventions, versioning, and change management.
Assist with pre‑go‑live testing, post‑go‑live stabilization, and production validation.
Maintain clear documentation to enable knowledge transfer and reduce single‑point dependency.
Partner with operational leaders to understand business needs and pain points.
Work closely with PXOs, technology teams, and other Operational Analysts within PEO to deliver aligned solutions.
Support reporting and enablement teams by providing configuration context and functional inputs.
Operate effectively in an agile, matrix‑based environment.
What we're looking for
Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, related field, or equivalent experience
1–3 years of experience in operations analysis, business analysis, telephony or CX platform support roles
Exposure to omnichannel environments
Experience configuring or supporting enterprise CX/WFO/WEM platforms such as Verint, NICE, Genesys, Calabrio, or comparable solutions with NICE CXOne or AWS Connect strongly preferred
Experience supporting system implementations, enhancements, or preferred migrations
What you should expect in this role
Fully remote position.
Opportunity to travel through your work up to 10% of the time.
This posting is intended for pipelining. We will accept applications on an ongoing basis.
The pay range for this position is $51,700.00 - $73,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.