Mutual of Omaha Mortgage is a Fortune 300 Company dedicated to customer and employee care. They are seeking a dynamic Contact Center Operations Analyst to support daily operations and ongoing platform improvements in collaboration with Marketing leadership and external vendors.
Responsibilities
- Administer and configure the Five9 contact center platform
- Configure and maintain dialing campaigns, IVR flows, and call routing logic
- Manage user accounts, permissions, and system settings
- Monitor system performance and troubleshoot operational issues
- Monitor campaign performance and escalate issues when needed
- Troubleshoot and resolve call flow issues across integrated platforms
- Maintain system hygiene tasks such as ANI cleanup and configuration updates
- Support configuration and maintenance of AI voice agent campaigns
- Maintain and update agent scripting tools used during inbound and outbound calls
- Ensure agent scripts align with campaign requirements and compliance guidelines
- Generate and maintain contact center reports and data exports
- Work with vendors and internal teams to troubleshoot technical issues
- Support and participate in platform upgrades, testing, and new feature rollouts
- Maintain documentation of system configurations, IVR flows, and campaign settings
Skills
- 1 to 3 years of experience supporting contact center technology, telephony systems, dialers, IVR flows, or CCaaS platforms
- Strong troubleshooting and analytical skills
- Comfortable working with multiple software platforms simultaneously
- Strong attention to detail and organizational skills
- Ability to thrive in a fast-paced environment and manage multiple priorities effectively
- Experience with Five9
- Exposure to AI voice agents or conversational AI tools
- Experience with quality assurance platforms
- Experience maintaining or updating agent scripting tools
- Exposure to CRM platforms such as Salesforce in a contact center context
- Experience generating or interpreting contact center performance reports
Benefits
- Vacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service.
- Paid Sick Time — 40 hours of paid sick time after 90 days of employment.
- 9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday)
- Multiple PPO Medical Plans, as well as HDHP eligible plan.
- Dental Coverage
- Vision Coverage
- Company Paid Life Insurance
- 401K with a generous employer match
- Additional Benefits including – Optional Life, FSA, Pet Insurance etc.
- Free Legal Services
- Employee Loan Program
Company Overview
Mutual of Omaha Mortgage specializes in sales, training, marketing and mortgage advisory services. It was founded in 2016, and is headquartered in San Diego, California, USA, with a workforce of 501-1000 employees. Its website is https://www.mutualmortgage.com.Company H1B Sponsorship
Mutual of Omaha Mortgage has a track record of offering H1B sponsorships, with 3 in 2022. Please note that this does not guarantee sponsorship for this specific role.