Application Analyst

Job Summary

To enhance patient engagement and streamline workflows, the remote contract Application Analyst will design, configure, and support the Five9 cloud contact center platform while collaborating with clinical operations, IT, and call center leadership.

Key Responsibilities

• Serve as the subject matter expert (SME) for Five9 platform administration, including IVR, ACD, and call routing strategies
• Design and maintain contact center solutions that support patient scheduling and customer service operations
• Monitor system performance, troubleshoot issues, and implement enhancements to improve user experience

Required Qualifications

• 3-7+ years of experience as an Application Analyst or similar role in healthcare IT
• Hands-on experience with the Five9 platform, including IVR design and call routing
• Experience supporting contact center operations in a healthcare environment
• Familiarity with EHR systems, preferably Epic, and system integrations
• Knowledge of HIPAA compliance and healthcare data security standards