Senior Contact Center Systems Analyst

Purpose Financial

As a Sr. Contact Center Systems Analyst at Purpose Financial, you'll ensure smooth operation of contact center platform.

Posted 5/5/2026full-timeRemote • South Carolina • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Responsible for day-to-day administration and support of the Contact Center platform, which includes managing various functions such as the Five9 dialer (or other dialers), ACD blending, and Omnichannel capabilities.
Involves troubleshooting any issues that arise and ensuring that operations run smoothly.
Analyzing and developing operational functions within the Contact Center platform.
Optimizing dialer interactions for efficiency and effectiveness, enhancing Omnichannel capabilities to improve customer experience.
Ensure compliance with regulations and testing for compliance, ensuring that all interactions meet regulatory standards and guidelines.
Driving adherence of Call Center policies to ensure effective controls exist to safeguard company assets.
Creating efficiency and effectiveness in systems management and performance.
Managing dialer strategy, performance ensuring to deliver strong service levels, occupancy, and call routing to ensure KPI’s are surpassed.
Develop expertise in enhancing agent experience opportunities with Five9 Omnichannel customer communication.

Requirements

What you’ll need

Bachelor's degree or relevant experience.
Automated dialer experience
Dialer Administration Experience
Strong analytical and problem-solving abilities.
Proficiency in telephony systems and call center technology.
Minimum 5 years of related call center technology and previous team leadership experience in a high-volume contact center; Prior collections or sales experience preferred.
Advanced skills in database query languages (e.g., SQL, SnowFlake, Sigma).
Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.
Ability to work effectively in a fast-paced, team-oriented environment.
Customer-centric mindset with a passion for delivering exceptional service.

Benefits

Comp & perks

Competitive Wages
Health/Life Benefits
Health Savings Account plus Employer Seed
401(k) Savings Plan with Company Match
Paid Parental Leave
Company Paid Holidays
Paid Time Off including Volunteer Time
Tuition Reimbursement
Business Casual Environment
Rewards & Recognition Program
Employee Assistance Program
Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

dialer administrationautomated dialer experiencetelephony systemscall center technologydatabase query languagesSQLSnowFlakeSigmaoperational analysisOmnichannel capabilities

Soft Skills

analytical abilitiesproblem-solvingwritten communicationverbal communicationadaptabilityflexibilityteam-orientedcustomer-centric mindsetpassion for serviceleadership