Member Service Centers Analyst

Owns the daily operation and administration of contact center technology platforms ensuring optimal configuration routing and performance across systems such as Five9 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 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:

• Bachelors degree in Business Information Systems Analytics Finance or related field or equivalent experience.
• 25 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 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 2040 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.

Required Experience:

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