Analyst, Technical Patient Service Center
Core
Enhancing efficiency, intelligence, and automation of Contact Center operations through data, insights, and system configurations.
Role type
Technical Analyst (Contact Center Operations & AI Automation)
Builds
Omnichannel workflows, Virtual Agent, Auto Copilot, AI Summarization, Voice Analytics
Domain
Healthcare + Contact Center Technology
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Contact Center Customer Service metrics, analytics, system configuration, data insights, workforce planning, queue management
Preferred skills
Workforce Management, AI/automation tools (NICE platform), Project Management, technical implementation
Technologies
NICE (Virtual Agent, AI Summarization, Auto Copilot), Voice Analytics, Omnichannel workflows
Responsibilities
Manage and optimize tools including Virtual Agent and Auto Copilot; leverage data to deliver seamless patient and agent experiences; ensure effective workforce planning; support real-time queue management; partner with IT/Telecom and operational stakeholders.
Seniority
Mid-level, hands-on IC
