Enterprise Contact Center Analyst || Sacramento CA

Job Title : Enterprise Contact Center Analyst

Location : Hybrid Sacramento CA 2-3 days a week

Duration : : 12-month Plus Contract

Must have Strong Healthcare Project experience with knowledge of HIPAA, PII / PHI protections, and state security frameworks

Experience with enterprise contact center technologies, including cloud-based platforms such as TTEC, Genesys, Amazon Connect, or equivalent, supporting high-volume customer service environments .

• Transcription & Speech Analytics

Must have hands-on experience implementing, configuring, and troubleshooting real-time and post-call transcription services , including integration of transcription outputs with CRM / eligibility systems (e.g., Salesforce, CalHEERS, or equivalent).

Must have direct experience resolving multi-party conferencing issues in VoIP / cloud telephony environments , including call quality, routing, latency, and session management challenges.

Must have experience integrating contact center solutions with case management or health exchange systems, ensuring accurate data capture from calls, transcripts , and agent notes into downstream systems (Salesforce, CalHEERS, or equivalent).

Must have knowledge of HIPAA, PII / PHI protections, and state security frameworks applicable to contact center environments , with proven ability to design compliant call recording, transcription, and retention processes.

Must have demonstrated ability to lead troubleshooting sessions, vendor escalations, and cross-team war rooms for contact center issues, ensuring timely resolution of service disruptions and transcription / voice routing defects