Contact Center Systems Analyst at NCD – Dallas, Texas

Life is too short to work with jerks.

Join our team at NCD, a top-tier insurance provider, consisting of a unique and eclectic group of winners, nerds, and gamers who balance a fun, kind, and thoughtful approach to life with an unwavering commitment to unparalleled member satisfaction. Our ecosystem is rooted in our five core values: Relentless Positivity, Growth Obsessed, Get it Done, Helpful Spirit, and Solution Driven.

We are not just coworkers, but a community, working tirelessly towards 'Spreading the Smile' to our members, agents, and each other. NCD is at the forefront of dental and vision insurance, in partnership with our carrier partners MetLife, VSP, and Zurich. Our continuous growth is a testament to our commitment to delivering outstanding agent and customer satisfaction.

If you are ready to win each day, are eager to grow, and aspire to contribute to an organization that is setting the pace in the industry, then we are looking for you. Together, let’s drive change and take NCD to new heights. Join us and become a vital part of our success story as we continue to transform lives and 'Spread the Smile.

Summary

The Contact Center Systems Analyst supports the day-to-day administration, maintenance, and improvement of the company’s contact center platform and related workflows. This role plays an important part in helping ensure the platform is configured accurately, functioning effectively, and supporting the needs of the contact center and other internal stakeholders.

Working closely with Member Care leadership and cross-functional partners, this role will assist with queue and routing updates, IVR maintenance, telephony support, user setup, reporting support, issue resolution, and platform-related process improvements. The Contact Center Systems Analyst will help support a strong member and agent experience while contributing to the ongoing effectiveness and scalability of the contact center environment.

This is a great opportunity for someone who enjoys systems, operations, and problem-solving and is looking to grow into increased platform ownership over time.

Essential Duties and Responsibilities

Contact Center Platform Support

Support the day-to-day administration of the company’s contact center platformAssist with maintaining queues, skills, routing rules, business hours, holiday schedules, voicemail settings, callback logic, and overflow pathsHelp update and maintain IVR menus, call flows, routing logic, and telephony rules based on business needsSupport phone number provisioning, DID inventory tracking, and related telephony configuration updatesAssist with user provisioning, access setup, permissions, and general system administration tasksMaintain system documentation, change logs, and administrative process documentation

Platform Changes and System Support

Support contact center platform updates, enhancements, testing, and change-related activitiesParticipate in implementation support, migrations, upgrades, validation, issue tracking, and stabilization effortsHelp troubleshoot and resolve platform issues impacting contact center operations and workflowsPartner with internal stakeholders and vendors to support ongoing system changes and operational needsAssist with translating implementation knowledge and system updates into usable internal documentation and repeatable processes

Ongoing Optimization and Continuous Improvement

Identify opportunities to improve contact routing, workflow efficiency, and overall contact center operationsSupport the setup of new queues, workflows, campaigns, and telephony changes as business needs evolveAssist with reporting improvements, disposition alignment, and data quality efforts related to contact center operationsHelp support new communication workflows, service models, and platform features as the business growsParticipate in testing and support for new capabilities such as automation, AI-assisted tools, and other contact center technologies

Cross-Functional Partnership

Partner closely with Member Care leadership and other stakeholders to support day-to-day business needsHelp translate business requests into accurate system updates and workflow changesServe as a reliable internal resource for contact center system questions, support, and troubleshootingCommunicate updates, issues, and support needs clearly and professionallyDemonstrate initiative, strong follow-through, and leadership potential as the role grows over time

Qualifications

3+ years of experience in contact center operations, contact center systems support, telephony support, or related rolesExperience working within a contact center platform such as Zoom Contact Center, Five9, Genesys, NICE, Talkdesk, or a similar systemFamiliarity with queues, IVRs, routing logic, call flows, telephony settings, user provisioning, and contact center workflowsExperience supporting reporting, dispositions, dashboards, or operational performance metrics in a contact center environmentStrong understanding of how contact center systems impact service, efficiency, and member experienceStrong troubleshooting, organizational, and documentation skillsAbility to manage multiple tasks and priorities in a fast-paced environmentStrong communication and collaboration skills with both operational and technical stakeholdersComfortable learning new systems, processes, and technologiesDemonstrated initiative and interest in growing into increased system ownership over time

Preferred Qualifications

Experience supporting Zoom Contact CenterExperience supporting phone system implementations, upgrades, or migrationsExperience with callback configuration, overflow logic, failover paths, business hours, and telephony provisioningExposure to automation, AI-assisted workflows, or contact center optimization effortsExperience in healthcare, insurance, or other service-driven environmentsDemonstrated leadership potential, including experience taking initiative, supporting projects, or serving as a go-to resource within a team