Process Automation Specialist (1-Year Contract)

Job Title: Process Automation Specialist (1-Year Contract)
Location: Columbus, OH
Work Model: Fully Remote or Hybrid — Tuesday through Thursday onsite, Monday and Friday remote
Rate: $22–$28.96/hour
Contract Duration: October 19, 2026 – October 18, 2027
Possibility of Extension: Yes, strong possibility of extension
Employment Type: W-2 Only
Work Authorization: U.S. Citizens Only | Green Card holders also eligible; no visa sponsorship available
Schedule Flexibility: Must be available for occasional nights, weekends, standby, and emergency support as assigned

Position Overview

We are seeking a Process Automation Specialist to support technology solutions and process automation within a Customer Contact Center environment. This role will design, develop, test, implement, and support automation and application solutions that improve operational efficiency and help advance strategic customer service objectives.

The Process Automation Specialist will work with technologies including Visual Studio, Pega, Microsoft Access, SQL databases, VBA, Robotic Process Automation (RPA), Microsoft 365, and related tools. The role will also troubleshoot technology issues, support production applications, assist with testing and validation, and serve as a liaison between business teams and IT.

The ideal candidate is an early-career developer or automation professional who is technically curious, highly detail-oriented, analytical, and comfortable balancing development, testing, troubleshooting, and production support responsibilities.

Key Responsibilities

Process Automation & Application Development

• Design, develop, code, test, debug, and implement process automation and application solutions.
• Develop RPA solutions that improve efficiency, reduce manual effort, and support Customer Contact Center operations.
• Create or enhance solutions using technologies such as:
  • Visual Studio
  • Pega
  • Microsoft Access
  • SQL databases
  • VBA
  • Microsoft 365
  • RPA platforms and related automation tools
• Translate business and operational needs into practical technology solutions.
• Review existing processes and identify opportunities for automation or application improvement.
• Maintain a strong focus on accuracy, reliability, usability, and long-term supportability.

RPA Development & Automation

• Develop, code, unit test, debug, and deploy Robotic Process Automation solutions.
• Analyze manual business processes to determine whether automation can improve efficiency or quality.
• Support testing and validation of RPA solutions prior to implementation.
• Troubleshoot automation failures and identify root causes.
• Maintain and enhance existing automation solutions as business requirements change.
• Document automation workflows, logic, requirements, and support procedures.

Application & Database Support

• Support applications and tools used within Customer Contact Center operations.
• Develop and maintain database-driven solutions using Access, SQL, and related technologies.
• Assist with data extraction, validation, analysis, and troubleshooting.
• Support existing applications by identifying and resolving functional or technical issues.
• Evaluate the potential impact of business, process, or technology changes on applications and systems.
• Help maintain application stability and operational continuity.

Testing & Technology Change Validation

• Support leaders and business partners in developing test plans and test scenarios.
• Perform validation testing before and after technology changes.
• Conduct unit testing and support broader functional or operational testing.
• Validate that new functionality performs as expected and meets business requirements.
• Document test results, defects, issues, and corrective actions.
• Support production validation following deployments or system changes.

Troubleshooting & Production Support

• Investigate application, automation, database, and technology issues.
• Apply analytical and troubleshooting skills to identify root causes.
• Coordinate with IT when issues require additional technical support or escalation.
• Serve as a liaison between Customer Contact Center teams and IT.
• Balance development responsibilities with ongoing testing and production support needs.
• Participate in emergency or after-hours support when required.

Business & Technology Analysis

• Review and analyze organizational needs, business goals, and operational processes.
• Evaluate potential future impacts to applications, automation solutions, and systems.
• Work with business stakeholders to understand pain points and technology requirements.
• Recommend practical solutions that improve efficiency, reliability, accuracy, or customer service.
• Support continuous improvement across Customer Contact Center processes and technology.

CIS / DIS Support

• Apply knowledge of CIS and/or DIS to support Customer Contact Center processes and technology.
• Help identify how application or automation changes may affect customer-facing and operational systems.
• Troubleshoot issues involving customer or operational data where applicable.
• Coordinate with business and technical teams to resolve system-related issues.

Day-to-Day Responsibilities

• Develop and maintain RPA and automation solutions.
• Write and troubleshoot VBA, SQL, or application code.
• Support Visual Studio, Pega, Access, and related technology solutions.
• Analyze manual processes for automation opportunities.
• Unit test and validate new application functionality.
• Support business testing before and after technology changes.
• Troubleshoot application and automation issues.
• Work with Customer Contact Center leaders and IT teams to resolve technical problems.
• Maintain technical documentation and support procedures.
• Manage multiple development, testing, and support priorities simultaneously.
• Participate in standby or emergency support as required.

Required Qualifications

• Bachelor's degree or certification in Computer Programming, Information Technology, Computer Science, Management Information Systems, or a related field.
• 1–3 years of experience developing applications in a corporate or enterprise environment.
• Experience developing, testing, or supporting business applications or automation solutions.
• Enhanced knowledge and understanding of CIS and/or DIS.
• Strong analytical and troubleshooting skills.
• Ability to independently complete assigned tasks while also working effectively within a small team.
• Ability to balance application development, testing, troubleshooting, and production support responsibilities.
• Strong attention to detail and ability to maintain a high level of accuracy.
• Demonstrated ability to learn new technologies, tools, and processes quickly.
• Strong interpersonal and collaboration skills.
• Advanced computer skills, including database management and Microsoft 365 applications.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated with a high degree of initiative.
• Ability to support validation testing before and after technology changes.
• Ability to develop or support test plans.
• Willingness to work occasional nights, weekends, standby, or emergency support schedules as assigned.

Preferred Qualifications

• 1–3 years of experience with Robotic Process Automation (RPA).
• 1–3 years of experience developing VBA applications.
• Experience with Visual Studio.
• Experience with Pega.
• Experience with Microsoft Access.
• Experience working with SQL databases.
• Previous Customer Contact Center or call center operations experience.
• Experience supporting business-process automation or workflow improvement initiatives.
• Familiarity with Lean principles.
• Familiarity with Six Sigma methodologies.
• Experience working in a collaborative business-and-IT environment.

Core Competencies

• Process Automation
• Robotic Process Automation
• Application Development
• Visual Studio
• Pega
• VBA
• SQL
• Microsoft Access
• Database Management
• CIS / DIS
• Microsoft 365
• Unit Testing
• Test Plan Development
• Technology Change Validation
• Troubleshooting
• Root Cause Analysis
• Production Support
• Process Improvement
• Customer Contact Center Technology
• Business / IT Collaboration

Ideal Candidate Profile

The ideal candidate is an early-career application developer or automation specialist who enjoys solving operational problems through technology. They should be comfortable developing and supporting automation solutions, working with databases and business applications, troubleshooting production issues, and partnering with both business and IT teams.

The strongest candidates will bring hands-on experience with RPA, VBA, SQL, Visual Studio, Pega, Access, and CIS/DIS environments, along with the initiative and adaptability needed to work across development, testing, and support responsibilities in a fast-paced Customer Contact Center environment.