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Sonova Group · 1 day ago

Sr. Analyst, Contact Center

Aurora, IL

Full-time

Hybrid

Senior Level

$88K/yr - $110K/yr

7+ years exp

Sonova Group is seeking a Sr. Analyst for their Contact Center to support the Customer Success organization. This role focuses on optimizing contact-center systems, enhancing telephony and Salesforce integration, and improving operational performance through data-driven insights.

Medical Device

Responsibilities

Lead optimization, configuration, and integration of Cisco/WebEx Contact Center with Salesforce Service Cloud to improve routing, case management, reporting, and agent workflows

Serve as the primary business owner for contact-center technology and ensure system performance, stability, and alignment with business needs

Identify system gaps, workflow friction points, and data breaks; design and drive system-enabled process improvements

Develop and maintain workforce planning and forecasting models using call, email, EDI, and web-interaction data to support accurate staffing decisions

Build and maintain dashboards, operational reports, and analytics used for SLA tracking, performance insights, and daily management

Partner with IT and vendors to translate business requirements into technical specifications, oversee testing, validate enhancements, and support deployment readiness

Support implementation of new contact-center tools, features, and system integrations, including change management, training, and communication

Qualification

Contact Center OptimizationSalesforce IntegrationWorkforce PlanningPerformance AnalyticsAdvanced ExcelCisco/WebEx TelephonyReporting DashboardsCalabrio WFM/WFOSAPCTI/ACD Configurations

Required

7+ years in a B2B2C Customer Contact Center environment

3+ years working with contact-center telephony platforms (Cisco/WebEx, NICE, Genesys, or similar)

3+ years in workforce planning, forecasting, and performance analytics

Experience supporting or integrating CRM systems, preferably Salesforce Service Cloud

Proven ability to identify system gaps and drive system-based process improvements

Strong background in reporting, dashboards, and advanced Excel

Experience with Calabrio WFM/WFO, SAP, and CTI/ACD routing configurations

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova