Configuration Support Analyst Remote United States United States Configuration Support Analyst

Overview The Digital Services Configuration Support Analyst, under the direction of the SVP of Digital Services Operations, manages and optimizes our communication platforms, and other digital services. This role ensures seamless operation, resolves technical issues, and implements measures to maintain service availability for internal customers and business processes. Act as a point of contact for technical queries and provide timely resolutions. Provide ongoing support, troubleshooting, and maintenance for business process solutions while collaborating with business stakeholders to understand and document their requirements for business process solutions. Essential Functions With the support of the Digital Services Operations team, diagnose problems accurately and work to find appropriate solutions in a timely manner. Partner with internal customers and vendor partners to optimize the Nextiva contact center as a service (CCaaS). Implement, troubleshoot, and support the design of technical solutions where it relates to Nextiva Contact Center (NCC) by providing direct support to our internal end-user customers. You will use your strong analysis skills to determine when enhancements or new solutions are needed and define the communication or technical solutions across multiple systems, and/or business processes. Ensure that, as a team, we have successful deployments and adoption of solutions. You will onboard and ramp up quickly by learning existing processes, systems and technical tools used for our member experience, and technical operations. You will be triaging, prioritizing, and balancing competing needs, risks, and interests, building relationships across the teams, delivering solutions to our business operations. Provide ongoing support, troubleshooting, and maintenance for business process solutions, applications, systems, and services. Develop and maintain comprehensive technical documentation for business processes, requirements, and solutions. Design, develop and implement custom configurations for NCC in the behavioral health and communications domains. Work closely with cross-functional teams, including business stakeholders, digital services team members, and external vendors, to ensure NCC is running smoothly. Foster strong relationships with business stakeholders to understand their needs and provide tailored solutions. Qualifications Education: Preferred: Bachelor’s degree Equivalent: in lieu of degree, equivalent education and/or experience may be considered. Experience: Required: Must have at least 3 years of real-world professional experience in technical support, configuration, or administration of Nextiva (aka Thrio) or similar contact center platforms (e.g., Five9, Genesys). Note: Candidates without this professional experience will not be considered. Strong understanding of contact center concepts, such as: IVR, ACD, CRM integrations, and workforce optimization. Preferred: Healthcare industry experience (e.g., familiarity with HIPAA, EHR systems. Experience in working with AI solutions in call center operations. Proven and demonstratable expertise in troubleshooting communication systems (VoIP, SIP, network diagnostics). Skills: Required: Advanced problem-solving and analytical skills to resolve complex business and technical issues. Exceptional communication skills to translate technical details for non-technical stakeholders. Detail-oriented with a focus on accuracy and accountability. Preferred: Nextiva Advanced Administrator, or similar certification Compensation: 70,000-80,000 About Us Ontrakhealth. is making a positive impact on people’s lives every day. We use predictive analytics to identify health plan members with unaddressed behavioral health conditions that worsen chronic disease, then engage, support, and guide these members to better health with a personalized, human-centered approach. This has led us to where we are today: growing fast and saving lives as we do. Excellent compensation In addition to a competitive wage, we offer comprehensive benefits including medical, dental and vision insurance; a 401(k) plan; paid holiday, vacation and sick time; flexible spending accounts; Basic Life/AD&D, Employee Assistance Program and Travel Assistance Program and more. Join Ontrakhealth Team! Ontrak, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Notice to candidates: Please visit our fraud alert to protect yourself from scams targeting job seekers: https://www.ontrak-inc.com/fraud-alert.html

With the support of the Digital Services Operations team, diagnose problems accurately and work to find appropriate solutions in a timely manner. Partner with internal customers and vendor partners to optimize the Nextiva contact center as a service (CCaaS). Implement, troubleshoot, and support the design of technical solutions where it relates to Nextiva Contact Center (NCC) by providing direct support to our internal end-user customers. You will use your strong analysis skills to determine when enhancements or new solutions are needed and define the communication or technical solutions across multiple systems, and/or business processes. Ensure that, as a team, we have successful deployments and adoption of solutions. You will onboard and ramp up quickly by learning existing processes, systems and technical tools used for our member experience, and technical operations. You will be triaging, prioritizing, and balancing competing needs, risks, and interests, building relationships across the teams, delivering solutions to our business operations. Provide ongoing support, troubleshooting, and maintenance for business process solutions, applications, systems, and services. Develop and maintain comprehensive technical documentation for business processes, requirements, and solutions. Design, develop and implement custom configurations for NCC in the behavioral health and communications domains. Work closely with cross-functional teams, including business stakeholders, digital services team members, and external vendors, to ensure NCC is running smoothly. Foster strong relationships with business stakeholders to understand their needs and provide tailored solutions.

Education: Preferred: Bachelor’s degree Equivalent: in lieu of degree, equivalent education and/or experience may be considered. Experience: Required: Must have at least 3 years of real-world professional experience in technical support, configuration, or administration of Nextiva (aka Thrio) or similar contact center platforms (e.g., Five9, Genesys). Note: Candidates without this professional experience will not be considered. Strong understanding of contact center concepts, such as: IVR, ACD, CRM integrations, and workforce optimization. Preferred: Healthcare industry experience (e.g., familiarity with HIPAA, EHR systems. Experience in working with AI solutions in call center operations. Proven and demonstratable expertise in troubleshooting communication systems (VoIP, SIP, network diagnostics). Skills: Required: Advanced problem-solving and analytical skills to resolve complex business and technical issues. Exceptional communication skills to translate technical details for non-technical stakeholders. Detail-oriented with a focus on accuracy and accountability. Preferred: Nextiva Advanced Administrator, or similar certification Compensation: 70,000-80,000