<p>Kforce has a client that is seeking a client that is seeking a Contact Center Analyst in East Providence, RI.</p> <p>Summary: We are looking for a detail-oriented professional to join our team supporting multiple contact centers. This role focuses on managing technical incidents, ensuring timely escalation, and driving resolution for issues impacting business operations. You will work closely with internal teams and external service providers to maintain the performance of telephony platforms and essential desktop applications used across our contact centers.</p> <p>Key responsibilities include:</p> <ul> <li>Serving as the first point of triage for technical incidents and coordinating escalation when needed </li><li>Monitoring and managing incident progress through to resolution </li><li>Preparing impact reports and presenting findings to senior leadership </li><li>Building strong relationships with business stakeholders, agents, and technology partners to ensure seamless support* Minimum of 2 years in a similar role </li><li>Hands-on experience supporting contact center operations and incident management </li><li>Knowledge of contact center technologies (telephony systems, IVRs, call recording tools, etc.) </li><li>Strong ability to triage, escalate, and manage technical issues effectively </li><li>Excellent communication and collaboration skills </li></ul> <p>Shift Details:</p> <ul> <li>Must be available for at least one weekend day or night shift </li><li>Monday, Wednesday, and Friday (9-5:30pm) </li><li>Saturday are alternative times </li><li>One week: 9-5:30pm </li><li>Following week: 12-8:30pm </li><li>Off: Tuesday, Sunday </li><li>Occasional overtime may be required for after-hours initiatives (approximately 5 hours per week) </li></ul>