Contact Center Operations Analyst

Mutual of Omaha Mortgage is a Fortune 300 Company dedicated to customer and employee care. They are seeking a dynamic Contact Center Operations Analyst to support daily operations and ongoing platform improvements in collaboration with Marketing leadership and external vendors.

Responsibilities

• Administer and configure the Five9 contact center platform
• Configure and maintain dialing campaigns, IVR flows, and call routing logic
• Manage user accounts, permissions, and system settings
• Monitor system performance and troubleshoot operational issues
• Monitor campaign performance and escalate issues when needed
• Troubleshoot and resolve call flow issues across integrated platforms
• Maintain system hygiene tasks such as ANI cleanup and configuration updates
• Support configuration and maintenance of AI voice agent campaigns
• Maintain and update agent scripting tools used during inbound and outbound calls
• Ensure agent scripts align with campaign requirements and compliance guidelines
• Generate and maintain contact center reports and data exports
• Work with vendors and internal teams to troubleshoot technical issues
• Support and participate in platform upgrades, testing, and new feature rollouts
• Maintain documentation of system configurations, IVR flows, and campaign settings

Skills

• 1 to 3 years of experience supporting contact center technology, telephony systems, dialers, IVR flows, or CCaaS platforms
• Strong troubleshooting and analytical skills
• Comfortable working with multiple software platforms simultaneously
• Strong attention to detail and organizational skills
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively
• Experience with Five9
• Exposure to AI voice agents or conversational AI tools
• Experience with quality assurance platforms
• Experience maintaining or updating agent scripting tools
• Exposure to CRM platforms such as Salesforce in a contact center context
• Experience generating or interpreting contact center performance reports

Benefits

• Vacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service.
• Paid Sick Time — 40 hours of paid sick time after 90 days of employment.
• 9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday)
• Multiple PPO Medical Plans, as well as HDHP eligible plan.
• Dental Coverage
• Vision Coverage
• Company Paid Life Insurance
• 401K with a generous employer match
• Additional Benefits including – Optional Life, FSA, Pet Insurance etc.
• Free Legal Services
• Employee Loan Program

Company Overview

Company H1B Sponsorship