Governance Specialist - Tier 1

Governance Specialist - Tier 1

Location: 6-month contract

Pay Rate: 26 - 34 / hr

The Avaya Governance Analyst I supports governance, compliance, documentation, and operational oversight activities within a large enterprise contact center environment. This role focuses on ensuring adherence to established standards, maintaining governance records, supporting reporting activities, and assisting with risk and compliance processes.

The ideal candidate is detail-oriented, demonstrates strong professional judgment, and has the ability to identify inconsistencies, evaluate information, and follow governance processes in a structured environment. This position is governance-focused and does not involve engineering, administration, architecture, implementation, or advanced technical troubleshooting.

Key Responsibilities

• Support governance programs and operational oversight activities for enterprise contact center platforms.

• Maintain governance documentation, inventories, process documentation, and records.

• Review data, reports, and documentation for completeness, accuracy, and policy compliance.

• Assist in monitoring adherence to governance standards and established operating procedures.

• Track governance findings, exceptions, risks, issues, and remediation activities.

• Support audit preparation efforts through documentation gathering and evidence collection.

• Assist with change governance and approval tracking processes.

• Develop and maintain governance reports, scorecards, and dashboard metrics.

• Document meeting outcomes, action items, and governance decisions.

• Partner with business, operations, compliance, legal, and technology teams to resolve governance-related issues.

• Escalate policy violations, control gaps, or compliance concerns when identified.

• Promote data quality, operational consistency, and governance best practices.

This role is fully remote or local to Charlotte. This is offering 26-34/hr. This is a 6-month contract with potential extensions or conversion.

Required Skills & Experience

• 1-3 years of experience in Governance, Compliance, Risk Management, Data Governance, Operations, Business Analysis, Service Delivery, or related functions (Tier 1 experience)

• Demonstrated ability to exercise sound judgment and make risk-based decisions.

• Experience working with policies, standards, controls, documentation, reporting, or operational oversight.

• Strong analytical, organizational, and communication skills.

Nice to Have Skills & Experience

• Working knowledge of contact center operations and/or Avaya Contact Center environments sufficient to understand governance processes, reporting, controls, and operational workflows.

• Experience supporting Contact Center, Customer Experience, Telecommunications, or Unified Communications environments.

• Exposure to Avaya Contact Center solutions, contact center operations, or workforce management processes.

• Familiarity with governance frameworks such as ITIL, COBIT, NIST, SOX, or PCI.

• Experience with ServiceNow or governance workflow tools.