Acrisure LLC
Overview
Senior Systems Operations Specialist role within Acrisure Digital Solutions. The position focuses on managing and optimizing CCaaS and telephony systems while supporting workforce planning initiatives. The role involves providing expert guidance on system configuration, process improvements, and performance analytics, working with leadership and cross-functional teams to drive strategic initiatives and enhance service delivery. Key Responsibilities
Lead the administration and optimization of CCaaS and enterprise telephony systems, including advanced configuration, feature management, and IVR workflows. Analyze and document complex business processes and workflows to identify and implement system and process improvements. Evaluate new application features and recommend enhancements to improve efficiency, utilization, and operational performance. Design, implement, and maintain automations, workflows, and agentic agents that improve customer self-service and internal productivity. Develop and execute User Acceptance Testing (UAT) plans and test cases for system updates or new features. Collaborate with IT, Telecom, and Enterprise Application teams to align systems, tools, and processes with organizational objectives. Support workforce planning by providing advanced data analysis, forecasting, and scheduling recommendations to optimize staffing and service levels. Analyze operational and workforce metrics (AHT, ASA, service levels) and provide actionable insights to leadership for strategic decision-making. Contribute to projects and initiatives involving system enhancements, process automation, and workflow optimization. Prepare detailed documentation, including functional specifications, process flow diagrams, and integration requirements. Support data consolidation, reporting, and analysis efforts to drive operational improvements. Serve as a subject matter expert for CCaaS, telephony systems, and workforce analytics, providing guidance to peers and stakeholders. Provide senior-level guidance on system operations, process improvement, and workforce analytics. Demonstrate strategic thinking to anticipate challenges and recommend solutions. Collaborate effectively with multiple business units and influence decisions while maintaining high service standards and operational efficiency. Qualifications
Bachelors degree or equivalent experience in Business, IT, or a related field. 5+ years of experience in operations support, systems administration, or contact center/telephony environments. Strong knowledge of call center operations, CCaaS platforms, and telephony systems; insurance or call center experience is a plus. Expertise with cloud-based CRM or Agency Management Systems. Experience with workforce management tools (e.g., NICE IEX, Kronos, Workbrain) and advanced Excel/data analysis. Strong understanding of data governance, reporting best practices, and workflow documentation. Exceptional analytical, problem-solving, and critical-thinking skills. Advanced communication and collaboration skills; able to influence and advise leadership and cross-functional teams. Ability to manage multiple priorities, adapt to evolving business needs, and drive initiatives with minimal supervision. Proactive, detail-oriented, and committed to continuous improvement and operational excellence. Benefits and Perks
Competitive compensation Generous vacation policy, paid holidays, and paid sick time Medical Insurance, Dental Insurance, and Vision Insurance (employee-paid) Company-paid Short-Term and Long-Term Disability Insurance Company-paid Group Life insurance Company-paid Employee Assistance Program (EAP) and Calm App subscription Employee-paid Pet Insurance and optional supplemental insurance coverage Vested 401(k) with company match and financial wellness programs Flexible Spending Account (FSA), Health Savings Account (HSA) and commuter benefits options Paid maternity leave, paid paternity leave, and fertility benefits Career growth and learning opportunities and so much more! Please note: This list is not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Offerings may vary based on subsidiary entity or geographic location. Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York. At Acrisure, we firmly believe that an inclusive workforce drives innovation, creativity, and ultimately, our collective success. We recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. Acrisure also has a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination. Acrisure also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws. If you need to inquire about an accommodation, or need assistance with completing the application process, please email leaves@acrisure.com. California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant. Pay Details:
The base compensation range for this position is $115,000 - $135,000. Placement within the range will be based on a variety of factors, including but not limited to skills, experience, qualifications, location, and internal equity. Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant. To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisures property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisures Human Resources Talent Department. #J-18808-Ljbffr
Senior Systems Operations Specialist role within Acrisure Digital Solutions. The position focuses on managing and optimizing CCaaS and telephony systems while supporting workforce planning initiatives. The role involves providing expert guidance on system configuration, process improvements, and performance analytics, working with leadership and cross-functional teams to drive strategic initiatives and enhance service delivery. Key Responsibilities
Lead the administration and optimization of CCaaS and enterprise telephony systems, including advanced configuration, feature management, and IVR workflows. Analyze and document complex business processes and workflows to identify and implement system and process improvements. Evaluate new application features and recommend enhancements to improve efficiency, utilization, and operational performance. Design, implement, and maintain automations, workflows, and agentic agents that improve customer self-service and internal productivity. Develop and execute User Acceptance Testing (UAT) plans and test cases for system updates or new features. Collaborate with IT, Telecom, and Enterprise Application teams to align systems, tools, and processes with organizational objectives. Support workforce planning by providing advanced data analysis, forecasting, and scheduling recommendations to optimize staffing and service levels. Analyze operational and workforce metrics (AHT, ASA, service levels) and provide actionable insights to leadership for strategic decision-making. Contribute to projects and initiatives involving system enhancements, process automation, and workflow optimization. Prepare detailed documentation, including functional specifications, process flow diagrams, and integration requirements. Support data consolidation, reporting, and analysis efforts to drive operational improvements. Serve as a subject matter expert for CCaaS, telephony systems, and workforce analytics, providing guidance to peers and stakeholders. Provide senior-level guidance on system operations, process improvement, and workforce analytics. Demonstrate strategic thinking to anticipate challenges and recommend solutions. Collaborate effectively with multiple business units and influence decisions while maintaining high service standards and operational efficiency. Qualifications
Bachelors degree or equivalent experience in Business, IT, or a related field. 5+ years of experience in operations support, systems administration, or contact center/telephony environments. Strong knowledge of call center operations, CCaaS platforms, and telephony systems; insurance or call center experience is a plus. Expertise with cloud-based CRM or Agency Management Systems. Experience with workforce management tools (e.g., NICE IEX, Kronos, Workbrain) and advanced Excel/data analysis. Strong understanding of data governance, reporting best practices, and workflow documentation. Exceptional analytical, problem-solving, and critical-thinking skills. Advanced communication and collaboration skills; able to influence and advise leadership and cross-functional teams. Ability to manage multiple priorities, adapt to evolving business needs, and drive initiatives with minimal supervision. Proactive, detail-oriented, and committed to continuous improvement and operational excellence. Benefits and Perks
Competitive compensation Generous vacation policy, paid holidays, and paid sick time Medical Insurance, Dental Insurance, and Vision Insurance (employee-paid) Company-paid Short-Term and Long-Term Disability Insurance Company-paid Group Life insurance Company-paid Employee Assistance Program (EAP) and Calm App subscription Employee-paid Pet Insurance and optional supplemental insurance coverage Vested 401(k) with company match and financial wellness programs Flexible Spending Account (FSA), Health Savings Account (HSA) and commuter benefits options Paid maternity leave, paid paternity leave, and fertility benefits Career growth and learning opportunities and so much more! Please note: This list is not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Offerings may vary based on subsidiary entity or geographic location. Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York. At Acrisure, we firmly believe that an inclusive workforce drives innovation, creativity, and ultimately, our collective success. We recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. Acrisure also has a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination. Acrisure also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws. If you need to inquire about an accommodation, or need assistance with completing the application process, please email leaves@acrisure.com. California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant. Pay Details:
The base compensation range for this position is $115,000 - $135,000. Placement within the range will be based on a variety of factors, including but not limited to skills, experience, qualifications, location, and internal equity. Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant. To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisures property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisures Human Resources Talent Department. #J-18808-Ljbffr