Business Analyst - Five9

Application AnalystCTG is seeking an Application Analyst is responsible for the design, configuration, optimization, and support of contact center and enterprise applications, with a strong focus on the Five9 cloud contact center platform. This role partners with clinical operations, patient access, IT, and call center leadership to enhance patient engagement, streamline workflows, and ensure reliable system performance in a healthcare environment.Key Responsibilities:Serve as the subject matter expert (SME) for Five9 platform administration, including IVR, ACD, call flows, routing strategies, and agent configurationsDesign, configure, and maintain contact center solutions that support patient scheduling, care coordination, and customer service operationsCollaborate with stakeholders to gather business requirements and translate them into scalable technical solutionsSupport integration between Five9 and healthcare systems (e.g., Epic, Cerner, CRM platforms such as Salesforce or Dynamics)Monitor system performance, troubleshoot issues, and implement enhancements to improve uptime and user experienceDevelop and maintain reporting, dashboards, and analytics to track call center performance and KPIs (e.g., call volumes, abandonment rates, SLAs)Ensure compliance with HIPAA and healthcare regulatory requirements in all system configurations and data handlingParticipate in system upgrades, patches, testing, and release management processesProvide end-user support, training, and documentation for call center staff and business usersWork with vendors (including Five9) for issue resolution, enhancements, and roadmap alignmentQualifications Required:3–7+ years of experience as an Application Analyst or similar role in healthcare ITHands-on experience with Five9 platform (IVR design, call routing, campaign management, reporting)Experience supporting contact center operations in a healthcare or patient access environmentFamiliarity with EHR systems (Epic preferred) and integrationsStrong analytical, troubleshooting, and problem-solving skillsExperience with system integrations using APIs, web services, or middlewareKnowledge of HIPAA compliance and healthcare data security standardsPreferred:Experience with CRM platforms (Salesforce Health Cloud, Microsoft Dynamics, etc.)Knowledge of workforce management (WFM) and quality monitoring toolsExposure to omnichannel communication tools (chat, SMS, email) within Five9Experience with reporting tools (e.g., Power BI, Tableau)Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.