CCaaS / Unified Communications Analyst
TEKsystems, Jacksonville, FL, United States
CCaaS / Unified Communications Analyst
Location: Jacksonville, FL. Hybrid – on‑site and remote.
About the Role
A client of TEKsystems is seeking a CCaaS / Unified Communications Analyst to support the assessment, design, and migration of a modern cloud‑based contact center and unified communications environment within a healthcare system. The role supports migration from a legacy contact center platform to Genesys CCaaS while ensuring tight integration with enterprise telephony and UC services. It is a mid‑level analyst position – not a senior architect – working directly with operational stakeholders, contact center leadership, telephony/UC engineering teams.
Core Responsibilities
Conduct discovery with Patient Access, centralized scheduling, clinical call centers, billing/financial services, and specialty departments.
Document current‑state and future‑state call flows, IVR logic, ACD queues, skills‑based and overflow routing, and UC dependencies.
Partner closely with telephony and Unified Communications teams to align CCaaS configuration with enterprise voice architecture.
Support migration activities from a legacy contact center platform to Genesys CCaaS, including validation and testing of call routing and agent workflows.
Identify opportunities to improve call handling efficiency, patient experience, and operational performance.
Translate complex voice and UC requirements into structured documentation consumable by technical and delivery teams.
Hard Requirements
3‑5+ years of hands‑on experience supporting contact center operations, CCaaS platforms, or Unified Communications environments.
Direct experience with modern CCaaS platforms such as Genesys Cloud (strongly preferred), Five9, or Talkdesk.
Strong working knowledge of enterprise voice and telephony concepts, including VoIP, call routing, ACDs, IVRs, skills‑based routing, and overflow routing.
Demonstrated experience working alongside or supporting Unified Communications and telephony teams.
Ability to document complex call flows, routing logic, and UC dependencies in a clear and structured manner.
Experience working with operational stakeholders to gather and translate requirements into technical solutions.
Experience working in healthcare or similarly regulated environments (HIPAA, patient‑facing systems).
Preferred / Additional Experience
Experience supporting contact center or UC platform migrations or major system upgrades.
Familiarity with Epic telephony integrations or Epic‑supported call flows.
Exposure to Cisco VoIP or enterprise voice environments.
Experience with call quality metrics, KPIs, reporting, and patient experience optimization.
Background working in hybrid IT/operations environments with clinical and non‑clinical teams.
Job Type & Location
Contract position based out of Jacksonville, FL. Hybrid – remote and on‑site support.
Pay and Benefits
Pay range: $40.00 – $65.00 per hour.
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) retirement plan – pre‑tax and Roth post‑tax contributions available
Life insurance (voluntary life & AD&D for employee and dependents)
Short and long‑term disabilityHealth Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, vacation or sick leave)
Equal Opportunity Employer
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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Location: Jacksonville, FL. Hybrid – on‑site and remote.
About the Role
A client of TEKsystems is seeking a CCaaS / Unified Communications Analyst to support the assessment, design, and migration of a modern cloud‑based contact center and unified communications environment within a healthcare system. The role supports migration from a legacy contact center platform to Genesys CCaaS while ensuring tight integration with enterprise telephony and UC services. It is a mid‑level analyst position – not a senior architect – working directly with operational stakeholders, contact center leadership, telephony/UC engineering teams.
Core Responsibilities
Conduct discovery with Patient Access, centralized scheduling, clinical call centers, billing/financial services, and specialty departments.
Document current‑state and future‑state call flows, IVR logic, ACD queues, skills‑based and overflow routing, and UC dependencies.
Partner closely with telephony and Unified Communications teams to align CCaaS configuration with enterprise voice architecture.
Support migration activities from a legacy contact center platform to Genesys CCaaS, including validation and testing of call routing and agent workflows.
Identify opportunities to improve call handling efficiency, patient experience, and operational performance.
Translate complex voice and UC requirements into structured documentation consumable by technical and delivery teams.
Hard Requirements
3‑5+ years of hands‑on experience supporting contact center operations, CCaaS platforms, or Unified Communications environments.
Direct experience with modern CCaaS platforms such as Genesys Cloud (strongly preferred), Five9, or Talkdesk.
Strong working knowledge of enterprise voice and telephony concepts, including VoIP, call routing, ACDs, IVRs, skills‑based routing, and overflow routing.
Demonstrated experience working alongside or supporting Unified Communications and telephony teams.
Ability to document complex call flows, routing logic, and UC dependencies in a clear and structured manner.
Experience working with operational stakeholders to gather and translate requirements into technical solutions.
Experience working in healthcare or similarly regulated environments (HIPAA, patient‑facing systems).
Preferred / Additional Experience
Experience supporting contact center or UC platform migrations or major system upgrades.
Familiarity with Epic telephony integrations or Epic‑supported call flows.
Exposure to Cisco VoIP or enterprise voice environments.
Experience with call quality metrics, KPIs, reporting, and patient experience optimization.
Background working in hybrid IT/operations environments with clinical and non‑clinical teams.
Job Type & Location
Contract position based out of Jacksonville, FL. Hybrid – remote and on‑site support.
Pay and Benefits
Pay range: $40.00 – $65.00 per hour.
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) retirement plan – pre‑tax and Roth post‑tax contributions available
Life insurance (voluntary life & AD&D for employee and dependents)
Short and long‑term disabilityHealth Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, vacation or sick leave)
Equal Opportunity Employer
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
#J-18808-Ljbffr