Senior Systems Operation Specialist

Job Title: Senior Systems Operations Specialist 

Department: Acrisure Digital Solutions  

About Acrisure: 

A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. 

In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible.

Position Overview: 

The Senior Systems Operations Specialist plays a senior role in managing and optimizing CCaaS and telephony systems while supporting workforce planning initiatives. This position ensures operational excellence across multiple business lanes, providing expert guidance on system configuration, process improvements, and performance analytics. The role works closely with leadership and cross-functional teams to drive strategic initiatives, streamline workflows, 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. 

• Ability to provide senior-level guidance on system operations, process improvement, and workforce analytics. 

• Strategic mindset with the ability to anticipate challenges and recommend solutions. 

• Strong collaboration skills to work effectively with multiple business units and influence decisions. 

• Dedication to maintaining high service standards, operational efficiency, and delivering measurable business impact. 

Qualifications: 

• Bachelor’s 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 [email protected]. 

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.

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​Welcome, your new opportunity awaits you.