Analyst, Technical Patient Service Center
Core
Technical expert managing, optimizing, and automating Contact Center operations including Virtual Agent, Auto Copilot, AI Summarization, Voice Analytics, and Omnichannel workflows to enhance efficiency and patient/agent experience.
Role type
Senior IC technical analyst (contact center operations & AI automation)
Builds
Automated contact center workflows, real-time queue management systems, and data-driven performance insights
Domain
Healthcare + Contact Center Operations + AI/Automation
Deliverable
production ML models
Required skills
Contact center metrics and analytics, Workforce Management, AI/automation tools (NICE platform), System configuration, Data insights, Stakeholder partnership
Preferred skills
Workforce Management Software (NICE, IEX, Kronos, Genesys), Project Management, Technical implementation, Project Timeline management
Technologies
NICE platform, Virtual Agent, Auto Copilot, AI Summarization, Voice Analytics, Omnichannel workflows, IEX, Kronos, Genesys, Blue Pumpkin, TCS
Responsibilities
Manage and optimize Contact Center tools and workflows, Leverage data and insights for operational improvement, Support real-time queue management, Partner with IT/Telecom and operational stakeholders, Ensure effective workforce planning, Align technology capabilities with strategic goals
Seniority
Mid-level, hands-on IC
