Business Analyst - Five9

CTG 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 configurations Design, configure, and maintain contact center solutions that support patient scheduling, care coordination, and customer service operations Collaborate with stakeholders to gather business requirements and translate them into scalable technical solutions Support 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 experience Develop 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 handling Participate in system upgrades, patches, testing, and release management processes Provide end-user support, training, and documentation for call center staff and business users Work with vendors (including Five9) for issue resolution, enhancements, and roadmap alignment

Qualifications

Required: 3–7+ years of experience as an Application Analyst or similar role in healthcare IT Hands-on experience with Five9 platform (IVR design, call routing, campaign management, reporting) Experience supporting contact center operations in a healthcare or patient access environment Familiarity with EHR systems (Epic preferred) and integrations Strong analytical, troubleshooting, and problem-solving skills Experience with system integrations using APIs, web services, or middleware Knowledge of HIPAA compliance and healthcare data security standards Preferred: Experience with CRM platforms (Salesforce Health Cloud, Microsoft Dynamics, etc.) Knowledge of workforce management (WFM) and quality monitoring tools Exposure to omnichannel communication tools (chat, SMS, email) within Five9 Experience 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. CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role. To Apply: To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you! The expected base salary for this position ranges from $55.00 to $65.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered. About CTG CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries. Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com. CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws. CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes. Apply To This Job