Owns the daily operation and administration of contact center technology platforms, ensuring optimal configuration, routing, and performance across systems such as Five9, Level.ai, Calabrio, and PinDrop. Drives continuous improvement of AI, automation, and call flows while analyzing performance data to generate actionable insights and deliver clear, impactful reporting. Enables front-line teams and cross-functional partners to enhance quality, workforce optimization, risk mitigation, and overall member experience outcomes.
Duties and Responsibilities
- Define and design contact center business requirements and experiences by identifying business use cases across contact center platforms, including call drivers, routing logic, AI containment scenarios, and performance goals, while validating call flows from both member and agent perspectives to ensure efficient and effective experiences.
- Develop and optimize AI content, knowledge, and quality frameworks by creating and maintaining IVA prompts, responses, FAQs, and knowledge content while establishing QA scoring criteria and supporting AI training using real business scenarios to drive accurate, compliant, and empathetic interactions.
- Lead reporting design, analytics validation, and performance measurement by defining reporting and dashboard requirements, including call reasons, containment, QA, Member Effort Score (MES), and sentiment, and validating analytics outputs during testing and ongoing operations to ensure data accuracy and usability.
- Execute testing, training, and operational readiness for platform changes by leading business user acceptance testing (UAT) across contact center technologies, supporting agent and supervisor training, and validating operational readiness to ensure successful implementation and adoption of new capabilities.
- Manage daily platform operations and continuous performance optimization by overseeing day-to-day operations within Five9, Level.ai, and Calabrio, including agent configuration, skill assignments, queue management, and routing adjustments, while continuously refining AI workflows, knowledge content, and automation opportunities to improve performance and member experience.
- Analyze trends, deliver insights, and enable performance improvement by monitoring and interpreting key performance metrics, developing and maintaining operational dashboards and reports, and providing data-driven insights and recommendations to leadership while supporting coaching workflows, workforce optimization, fraud monitoring, and ongoing team enablement.
Education and Experience Required:
- Bachelor’s degree in Business, Information Systems, Analytics, Finance, or related field, or equivalent experience.
- 2–5 years of experience in contact center operations, analytics, or systems; business systems or platform administration; or data and operations analysis.
Preferred Experience:
- Experience with contact center technologies such as Five9 or similar CCaaS platforms, Calabrio or workforce management tools, and quality management or analytics platforms such as Level.ai or similar.
- Experience analyzing call center performance metrics, including QA, sentiment, service levels, and related measures.
- Experience supporting user acceptance testing (UAT), training, and system adoption.
- Exposure to AI, automation, or conversational systems, including IVA, chat, and voice AI.
Preferred Skills:
- Strong analytical and problem-solving skills with the ability to interpret data and provide recommendations.
- Ability to translate business needs into system configurations and workflow improvements.
- Effective communication skills with the ability to support and train business users.
- Process-oriented mindset with a focus on continuous improvement.
Certifications
Certifications in contact center operations, customer experience, or workforce management (e.g., CCXP, CCCM, WFM certifications), Data analytics or business intelligence certifications (e.g., Power BI, Tableau, Google Data Analytics), Experience or certification in AI, automation, or conversational platforms, Process or systems-related certifications (e.g., ITIL Foundation) preferred.
Physical Requirements
- Ability to perform tasks requiring manual dexterity, such as processing paperwork, typing, filing, and handling cash.
- Prolonged periods of sitting or standing, as required by job duties.
- Occasionally lift and move items weighing up to 20–40 pounds (e.g., copy paper, cash drawers, marketing materials).
- Frequent repetitive motions involving wrists, hands, and fingers (e.g., typing, data entry).
- Ability to reach and operate keyboards and other standard office equipment.
- Operate basic office machines and technology, including computers, calculators, telephones, and multifunction printers.
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
This role offers benefits, including:
- Competitive Pay
- Medical, Dental, & Vision Insurance
- Generous Paid Time Off
- Paid Holidays
- Matching 401K AND Pension
- Tuition Reimbursement
- Employee Assistance Program
- Employee Wellness Program
- Paid Group Life and Disability Insurance
- Awesome Culture
- And More
The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.
Must be eligible for membership at ICCU to obtain employment.
ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.
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