Contact Center Operations Analyst

Business Insight Analyst 

Hybrid - Irvine, CA  

Job Type: Full-Time  
 

Mutual of Omaha is a Fortune 300 Company. Mutual of Omaha Mortgage is inspired by hometown values and a commitment to being responsible and caring for each other. We exist for the benefit of our customers and employees.   
 
Mutual of Omaha Mortgage is a full-service lending company offering both Forward and Reverse Mortgage products including a complete line of residential mortgage, refinancing, specialty, and HECM loans. We employ a knowledgeable staff of experienced Loan Officers with an operations team that is second to none. If you are interested in joining a team that promotes from within and works together toward a common goal of helping customers with their mortgage needs, please review and apply for our opening below!  

Mutual of Omaha Mortgage seeks a dynamic Contact Center Operations Analyst to join our team. As a Contact Center Operations Analyst, you will work closely with Marketing leadership and external vendors to support daily operations and ongoing platform improvements.  

Roles & Responsibilities:  

• Administer and configure the Five9 contact center platform 
• Configure and maintain dialing campaigns, IVR flows, and call routing logic 
• Manage user accounts, permissions, and system settings 
• Monitor system performance and troubleshoot operational issues 
• Monitor campaign performance and escalate issues when needed 
• Troubleshoot and resolve call flow issues across integrated platforms  
• Maintain system hygiene tasks such as ANI cleanup and configuration updates 
• Support configuration and maintenance of AI voice agent campaigns 
• Maintain and update agent scripting tools used during inbound and outbound calls 
• Ensure agent scripts align with campaign requirements and compliance guidelines 
• Generate and maintain contact center reports and data exports  
• Work with vendors and internal teams to troubleshoot technical issues 
• Support and participate in platform upgrades, testing, and new feature rollouts  
• Maintain documentation of system configurations, IVR flows, and campaign settings 
   

Required Qualifications:  

• 1 to 3 years of experience supporting contact center technology, telephony systems, dialers, IVR flows, or CCaaS platforms  
• Strong troubleshooting and analytical skills 
• Comfortable working with multiple software platforms simultaneously 
• Strong attention to detail and organizational skills 
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively 

Preferred Qualifications:  

• Experience with Five9 
• Exposure to AI voice agents or conversational AI tools 
• Experience with quality assurance platforms 
• Experience maintaining or updating agent scripting tools 
• Exposure to CRM platforms such as Salesforce in a contact center context 
• Experience generating or interpreting contact center performance reports 

Mutual of Omaha Mortgage is an Equal Opportunity Employer, and we encourage diverse, talented, qualified applicants to apply. We offer an extensive compensation package. Benefits include:   

• Vacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service.   
• Paid Sick Time — 40 hours of paid sick time after 90 days of employment. State sick time requirements will be added as needed.   
• 9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday)   
• Multiple PPO Medical Plans, as well as HDHP eligible plan.   
• Dental Coverage   
• Vision Coverage   
• Company Paid Life Insurance   
• 401K with a generous employer match   
• Additional Benefits including – Optional Life, FSA, Pet Insurance etc.   
• Free Legal Services   
• Employee Loan Program