Senior Contact Center Technology Analyst – Take your career to the next level in this exciting hybrid opportunity driving enterprise contact center technology, advanced analytics, and VoIP innovation for a nationally respected healthcare organization 🚀.

The Senior Contact Center Technology Analyst serves as a key technical leader supporting and enhancing enterprise contact center platforms, with a strong focus on NICE CXone, ACD systems, VoIP infrastructure, and performance reporting. This hybrid role transforms operational needs into scalable dashboards, automated data solutions, and actionable insights for leadership and regulatory reporting. The Senior Contact Center Technology Analyst leads configuration and support of network and telephony systems, manages vendors, resolves complex incidents, performs root cause analysis, mentors junior staff, and continuously improves reporting frameworks to ensure accuracy, reliability, and optimal performance.

Professionals are drawn to this mission-driven organization for its reputation for clinical excellence, innovation, and patient-first outcomes. As one of the nation’s largest integrated, not-for-profit health systems, serving 12+ million members, the organization consistently earns top ratings for quality and safety. Located in a major enterprise technology and administrative hub supporting IT, analytics, and operational initiatives, it is recognized as a top employer for workplace culture, diversity, and career growth. The organization is nationally recognized for high-quality care and is a leader in healthcare innovation, leveraging AI, digital health, and advanced analytics to improve care and operations.

Reporting to senior IT and contact center leadership, the Senior Contact Center Technology Analyst collaborates with operations leaders, engineers, analysts, friendly nurses, and a diverse healthcare professional team to align technology performance with patient access goals. This role provides advanced technical support, leads enterprise projects, develops standard operating procedures, and serves as an escalation point for complex voice and data challenges while driving continuous improvement across systems.

Located in Central North Carolina, the Senior Contact Center Technology Analyst will enjoy a region known for its affordable living, excellent schools, thriving job market, vibrant arts and music scene, scenic parks and greenways, and convenient airport access. With four distinct seasons, short commutes, and a welcoming community atmosphere, this area offers an exceptional quality of life for professionals and families alike 🌳.

The Senior Contact Center Technology Analyst will receive competitive compensation and a comprehensive benefits package. Connect with a Clinical Management Consultants recruiter today to explore this impactful hybrid opportunity in healthcare technology leadership.