Full-Time
Contact Center Systems Analyst
Attain Partners
Education and nonprofit consultancy
Compensation Overview
$90k - $115k/yr
United States
Hybrid
Hybrid position; periodic travel may be required based on business and client needs.
Bachelor's
 IT Operations (1) |
|---|
- Experience administering cloud contact center platforms such as Five9, NICE CXone, Genesys Cloud, Amazon Connect, or similar solutions.
- Understanding of contact center operations, routing, queue management, and dialer concepts.
- Experience supporting IVR, voice, SMS, and digital interaction workflows.
- Familiarity with CRM integrations, preferably Salesforce.
- Strong troubleshooting and analytical skills.
- Experience creating and maintaining technical documentation.
- Ability to manage multiple priorities and support requests simultaneously.
- Strong verbal and written communication skills.
- Ability to work independently while collaborating across technical and business teams.
- Customer-service oriented mindset with strong attention to detail.
- At least 3 years of experience supporting or administering contact center technologies.
- Experience configuring and maintaining cloud-based contact center platforms.
- Experience supporting production users and business operations.
- Experience with system testing, troubleshooting, and incident management.
- Experience working with business stakeholders to implement configuration changes and operational improvements.
- Familiarity with Salesforce or another CRM platform.
- Demonstrated ability to build trusted advisor relationships with clients.
- Experience supporting sales and business development.
- Flexibility to travel periodically based on business and client needs.
- Configure and maintain contact center platform settings, primarily within Five9.
- Support inbound, outbound, SMS, voicemail, and digital interaction workflows.
- Maintain skills, agent groups, campaigns, dispositions, routing profiles, and user settings.
- Assist with call flow, IVR, and routing configuration updates based on approved business requirements.
- Support campaign setup, list management, and dialer configuration activities.
- Perform regular audits of platform configuration and user access.
- Serve as an escalation point for contact center platform support issues not resolved by Tier 1 support teams.
- Troubleshoot platform, configuration, and workflow issues across Five9 and integrated systems.
- Coordinate with internal technology teams and vendors to investigate and resolve incidents.
- Monitor platform performance and identify operational issues before they impact users.
- Track support trends and recommend improvements that reduce recurring incidents.
- Support implementation activities for enhancements and configuration changes.
- Execute unit testing, regression testing, and user acceptance testing.
- Validate changes within sandbox and lower environments before production deployment.
- Document test plans, test results, and deployment validation activities.
- Assist in maintaining release documentation and change management records.
- Create and maintain technical and operational documentation for contact center systems.
- Maintain knowledge articles, support procedures, configuration inventories, and troubleshooting guides.
- Document workflows, routing logic, integrations, and business processes.
- Support audit, compliance, and governance documentation requirements.
- Partner with business stakeholders to understand operational needs and recommend platform improvements.
- Support user onboarding, permission requests, and platform access activities.
- Assist with contact center reporting requests and operational analysis.
- Provide guidance and training to supervisors, administrators, and business users regarding platform capabilities and processes.
- Identify opportunities to improve workflows, reduce manual effort, and increase operational efficiency.
- Assist with implementation of approved enhancements and automation initiatives.
- Stay informed on platform updates and recommend practical improvements.
- Participate in modernization and enhancement projects as assigned.
- Direct Five9 administration experience.
- Experience supporting SMS, dialer, IVR, and routing configurations.
- Experience working within higher education, customer service, or enterprise contact center environments.
- Experience supporting vendor escalations and platform support cases.
- Industry certifications related to Five9, Salesforce, or contact center technologies.
- A Bachelor's degree.
Attain Partners is a management and technology consulting firm serving mission-driven organizations. The company provides strategy, organizational transformation, research administration, enterprise technology, data, and implementation services. It serves higher-education institutions, nonprofits, public-sector organizations, and commercial partners. Its operating model centers on consulting teams combining sector expertise with technology platforms and program delivery. Teams work across strategy, change management, Salesforce, data, research administration, project management, and client service. The business combines technical knowledge, practical execution, and ongoing support across the markets it serves.
Company Size
N/A
Company Stage
N/A
Total Funding
N/A
Headquarters
McLean, Virginia
Founded
2021
Simplify's Take
What believers are saying
- July 1, 2026 WTOP Top Workplace recognition strengthens recruiting and retention in D.C.
- August 2026 thought leadership on student digital experience and research administration signals active pipeline building.
- April 2026 promotions and partnership admissions show internal bench depth and expansion.
What critics are saying
- Higher education and research budgets face federal scrutiny in 2026, squeezing core accounts.
- Big Four firms and Salesforce boutiques attack Advancement and digital transformation deals every quarter.
- If federal research funding tightens in 2027, Attain's research-services growth story breaks.
What makes Attain Partners unique
- June 2026 hires Karl Otto and February 2026 Donna Freddolino deepen Advancement specialization.
- Attain pairs consulting with embedded talent, expanding from strategy into operations and analytics.
- Its practice spans education, nonprofit, healthcare, and state-local work, reducing single-sector dependence.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Health Savings Account/Flexible Spending Account
Unlimited Paid Time Off
Paid Vacation
Paid Sick Leave
Paid Holidays
401(k) Retirement Plan
401(k) Company Match
Family Planning Benefits
Fertility Treatment Support
Wellness Program
Mental Health Support
Company News
Attain Partners named a 2026 WTOP News Top Workplace. Employee-driven recognition honors the firm's people-first culture, mission-driven work, and commitment to helping employees grow. McLean, Va., July 1, 2026 - Attain Partners has been named a 2026 WTOP News Top Workplace, an employee-driven recognition honoring Washington, D.C.-area organizations that foster strong workplace cultures and put their people first. Now in its 13th year and newly presented in partnership with WTOP News, the regional Top Workplaces program is based on confidential employee feedback collected through the Energage Workplace Survey, a research-backed assessment of key drivers of culture and employee engagement. Previously presented in the region by The Washington Post, the Washington, D.C. Top Workplaces program is being carried forward by WTOP News in partnership with Energage. WTOP News recognized award-winning employers across four categories during its June 18 Top Workplaces celebration at Capital One Hall in Tysons, Virginia. "Being named a Top Workplace is especially meaningful because it reflects the voices of our incredible team," said Greg Baroni, Founder and CEO of Attain Partners. "From the beginning, we set out to build a next-generation, built-to-last, values-driven consultancy where talented professionals can do their best work and advance their careers in service of missions that matter. This recognition affirms what we believe at Attain Partners: when you put people first, invest in their growth, and stay grounded in shared purpose, you create enduring impact for clients, communities, and humankind." The recognition builds on a strong year of workplace honors for Attain Partners. In 2025, the firm was named one of Consulting Magazine's Best Firms to Work For, a national honor evaluating consulting firms across culture, career development, work/life balance, client engagement, compensation and benefits, and leadership. Attain Partners was also named one of Washingtonian magazine's 2025 Great Places to Work, an honor based on anonymous employee surveys and a review of company benefits. Together, these distinctions reinforce Attain Partners' reputation as an employer of choice in consulting and across the Washington, D.C. region. Attain Partners' WTOP News Top Workplace recognition reflects the firm's continued investment in its people, including robust benefits, professional development, career growth, a culture of service and collaboration, and expanded leadership and expertise to support clients. These investments help employees grow professionally, serve clients with excellence, and contribute meaningfully to the communities where they live and work. "As we grow and embrace new technologies, our people remain our greatest differentiator. Innovation matters because it helps us solve bigger, more complex challenges for our clients. Culture is what allows that innovation to take root - with teams who feel supported, challenged, and inspired to serve with excellence," Baroni added. "This honor belongs to every member of our team. I am grateful for the culture they build every day and am energized by the work ahead as we continue to create a place where our people, clients, and communities can thrive together." About Attain Partners. Based in McLean, Va., Attain Partners is a leading management and technology consulting firm delivering services and solutions to advance client missions across the education, nonprofit, healthcare, and state and local government landscapes. For more information, please visit attainpartners.com.
Attain Partners has appointed Karl Otto as Executive in Residence for Advancement, bringing expertise in aligning data, technology and operations for fundraising organisations. Otto previously served as Executive Director of Philanthropy Analytics and Business Intelligence at Providence Health System, where he built an enterprise analytics function supporting over 40 foundations. In his new role, Otto will expand Attain Partners' Advancement advisory services and work with institutional leaders to modernise data and technology environments. His experience includes serving as inaugural Chief Technology Officer for University Development and Alumni Relations at UC Berkeley, where he led technology and operations through a $6 billion campaign launch. Otto has also held leadership positions at the University of Oregon Foundation and University of Washington School of Medicine, focusing on CRM implementations and analytics platforms.
Attain Partners welcomes Karl Otto as Executive in Residence, Advancement. June 03 2026 - 1:57PM PR Newswire (US) Advancement technology and analytics leader to help institutions translate data and systems into measurable fundraising performance MCLEAN, Va., June 3, 2026 /PRNewswire/ - Attain Partners today announced that Karl Otto has joined the firm as Executive in Residence, Advancement. Mr. Otto brings a distinctive focus on aligning data, technology, and operations to help fundraising organizations perform at their highest level, enabling Advancement teams to spend more time where it matters most: with donors. Mr. Otto joins Attain Partners with deep experience leading analytics, technology, and operational strategy across higher education and healthcare fundraising organizations. He most recently served as Executive Director of Philanthropy Analytics and Business Intelligence at Providence Health System, where he built and scaled an enterprise analytics function supporting fundraising operations across a network of more than 40 foundations. "Karl's experience sits at the intersection of Advancement strategy and the platforms that enable it," said Reshma Patel-Jackson, Managing Partner at Attain Partners. "From CRM implementations to analytics and data architecture, he understands what it takes to turn complex systems into practical tools that drive engagement and results. His perspective will be invaluable as we continue to evolve our Advancement and digital offerings." In his role at Attain Partners, Mr. Otto will collaborate with growth, digital, and delivery teams to expand Advancement advisory services, support complex client engagements, and contribute to thought leadership across the Advancement ecosystem. He will work closely with institutional leaders to modernize data and technology environments, strengthen decision-making through analytics, and enable more effective, scalable fundraising operations. "Karl brings a powerful combination of strategic insight and hands-on experience building the systems that Advancement organizations rely on every day," said Kristi Phillips, Managing Director of Growth at Attain Partners. "He understands how to translate data and technology investments into real advancement outcomes. That perspective is critical as our clients look to modernize while continuing to meet ambitious revenue goals." Prior to Providence, Mr. Otto served as the inaugural Chief Technology Officer for University Development and Alumni Relations at the University of California, Berkeley, where he led a large, distributed technology and operations team through the launch of the university's $6 billion campaign. His earlier career includes leadership roles as Chief Operating Officer for the University of Oregon Foundation, Director of Development for the Seattle Men's and Women's Choruses, and Major Gift Officer at the University of Washington School of Medicine. Throughout his career, Mr. Otto has focused on helping organizations navigate CRM implementations, data warehouses, analytics platforms, and the organizational change required to make those investments successful. His work consistently centers on building environments where Advancement teams are equipped with the insights, tools, and processes needed to deepen donor relationships and accelerate growth. About Attain Partners Based in McLean, Va., Attain Partners is a leading management and technology consulting firm delivering services and solutions to advance client missions across the education, nonprofit, healthcare, and state and local government landscapes. Attain Partners is committed to helping mission-driven organizations achieve measurable outcomes through strategy, technology, and data-driven insight. For more information, visit attainpartners.com. View original content to download multimedia:https://www.prnewswire.com/news-releases/attain-partners-welcomes-karl-otto-as-executive-in-residence-advancement-302790560.html SOURCE Attain Partners
Attain Partners, a management and technology consulting firm, has appointed Donna Freddolino as Executive in Residence to strengthen its advisory services in the Advancement sector. She will partner with growth and delivery teams to support higher education institutions, healthcare foundations and nonprofit organisations. Freddolino brings over 35 years of experience in Advancement, fundraising and constituent relationship management. She has advised more than 100 universities, academic medical centres and nonprofits on strategy, CRM modernisation, data governance and operational transformation. In her new role, Freddolino will focus on thought leadership, advising clients on Advancement strategy and technology-enabled transformation, and shaping Attain Partners' Advancement advisory offerings. She previously held senior positions at Raising Insight, Plante Moran, Michigan State University and SunGard Higher Education.
Dr. Susan Wyatt Sedwick of Attain Partners receives the 2025 Herbert B. Chermside Lifetime Achievement Award in Research Administration.