Enterprise Contact Center Analyst
3B Staffing LLC, Sacramento, CA, United States
Must have Strong Healthcare Project experience with knowledge of HIPAA, PII/PHI protections, and state security frameworks
Experience with enterprise contact center technologies, including cloud-based platforms such as TTEC, Genesys, Amazon Connect, or equivalent, supporting high-volume customer service environments.
- Transcription & Speech Analytics
Must have hands-on experience implementing, configuring, and troubleshooting real-time and post-call transcription services , including integration of transcription outputs with CRM/eligibility systems (e.g., Salesforce, CalHEERS, or equivalent).
- Multi-Party Call Management
Must have direct experience resolving multi-party conferencing issues in VoIP/cloud telephony environments,
including call quality, routing, latency, and session management challenges.
- System Integration & Data Flow
Must have experience integrating contact center solutions with case management or health exchange systems, ensuring accurate data capture from calls, transcripts , and agent notes into downstream systems (Salesforce, CalHEERS, or equivalent).
- Security & Compliance
Must have knowledge of HIPAA, PII/PHI protections, and state security frameworks applicable to contact center environments,
with proven ability to design compliant call recording, transcription, and retention processes.
- Incident & Vendor Management
Must have demonstrated ability to lead troubleshooting sessions, vendor escalations, and cross-team war rooms for contact center issues,
ensuring timely resolution of service disruptions and transcription/voice routing defects.
Experience with enterprise contact center technologies, including cloud-based platforms such as TTEC, Genesys, Amazon Connect, or equivalent, supporting high-volume customer service environments.
- Transcription & Speech Analytics
Must have hands-on experience implementing, configuring, and troubleshooting real-time and post-call transcription services , including integration of transcription outputs with CRM/eligibility systems (e.g., Salesforce, CalHEERS, or equivalent).
- Multi-Party Call Management
Must have direct experience resolving multi-party conferencing issues in VoIP/cloud telephony environments,
including call quality, routing, latency, and session management challenges.
- System Integration & Data Flow
Must have experience integrating contact center solutions with case management or health exchange systems, ensuring accurate data capture from calls, transcripts , and agent notes into downstream systems (Salesforce, CalHEERS, or equivalent).
- Security & Compliance
Must have knowledge of HIPAA, PII/PHI protections, and state security frameworks applicable to contact center environments,
with proven ability to design compliant call recording, transcription, and retention processes.
- Incident & Vendor Management
Must have demonstrated ability to lead troubleshooting sessions, vendor escalations, and cross-team war rooms for contact center issues,
ensuring timely resolution of service disruptions and transcription/voice routing defects.