Job Title: Contact Center Analyst
Location: Aurora, IL + onsite interview + hybrid 3x a week
Duration: 3-6 month Contract
The Sr. Analyst, Contact Center will:
Strategic & Operational Responsibilities
Support and guide ongoing contact center system upgrades
Serve as the primary business owner for telephony and QA systems
Connect the dots between technology, operations, and leadership priorities
Build narratives around KPIs and insights to influence decision-making
Help the business think strategically about emerging AI opportunities in CX
Technical & Analytical Responsibilities
Administer, optimize, and configure Cisco/WebEx Contact Center
Strengthen telephony-to-CRM integration (WebEx Salesforce)
Develop reporting, analytics, and performance dashboards
Interpret data and translate analytics into actionable insights
Identify system gaps, workflow friction, and data issues
Design and implement system-enabled process improvements
Maintain forecasting and workforce planning models across channels
Change Management & Partnership
Collaborate with IT, vendors, and business leaders
Translate business requirements into technical specifications
Oversee testing, validate enhancements, and support go-live readiness
Document processes and support training/change management
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Key Qualifications:
Must Have
7+ years in a B2B2C Contact Center environment
Strong call center operations experience (senior-level preferred)
3+ years with telephony platforms (Cisco/WebEx, NICE, Genesys, etc.)
3+ years in workforce planning, forecasting, or analytics
Experience with Salesforce Service Cloud or similar CRMs
Ability to interpret and communicate datanot just number crunch
Highly engaged and comfortable with leadership-facing communication
Tech-savvy with the ability to bridge IT + business operations
Preferred
Experience with Calabrio WFM/WFO
Experience supporting multi-channel workflows (email, EDI, phone, web)
Strong documentation and test case development
Exposure to large-scale enterprise change management
Contact Information
Email: humair@aptivacorp.com
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