Contact Center Technology Analyst

Pay Range: Band B – MRP 5

Candidate will serve as a Member Experience AI Telephony expert in the contact center. The ideal candidate will ensure we are attentive to continuously training the bot to ensure a high-quality interaction when leveraging the contact center, whether it be for IVR and/or telephone banking. This individual will consistently review member interactions to determine which questions are being asked that the chatbot hasn’t been able to answer. The individual would be accountable for continuous training of the chatbot expanding the knowledgebase and improving the overall member experience. Additionally, the individual will work closely with our AVP of contact center and Workforce Analyst.

What You’ll Do

• Match data analytics to call volume analytics to understand key gaps in performance around our AI technology.
• Monitor intraday activity in Coda and IC Business manager. Making skill changes as needed to support escalations and service level.
• Maintain a backlog of additional opportunities for improvement and assist in prioritizing and engaging information services and POSH for implementing more complex enhancements
• Validate that existing answers provided by the bot are “correct” and providing an optimal member resolution to questions raised. Architect and update “workflows” for escalated intents
• Recommend AI changes to our development team or vendor and work closely with them though the testing and integration process.
• Perform testing on new enhancements to roll out.
• Creating/updating procedures of changes and new enhancements network with other POSH clients on their system – collaboration of issues/opportunities
• Providing input to simplify, improve and measure processes by delivering enhancements to the AI technology and the customer journey with input to design techniques and digital automation
• Explore future technology and Fintechs

What You’ll Bring

• Self-reliant, good problem solver, results oriented with attention to detail
• Candidate should have an inquisitive nature, responsiveness, and excellent testing skills
• Technical and Soft Skills Required
• Must be able to anticipate potential issues and be proactive in formulating solutions
• Education, Training, Experience, Certifications and Licensure
• Bachelor’s degree preferred
• 2-4 yrs. Contact Center experience required
• 1-3 yrs. DNA Contact, IC, Temenos and Microsoft office experience required
• Demonstrate strong technical skills in an Agile environment

What You’ll Get

We know that pay and benefits are important. And, we’ve really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you’ll enjoy:

• Working with an energetic team focused on making our members wildly successful
• An opportunity to work with others that have your back every step of the way
• Opportunities to make a difference both inside and outside of our walls
• Being treated like you are more than the work you do
• Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.