Contact Center Analyst
About The Position
The Contact Center Analyst will lead the contact center technology organization's AI focus by tracking best practices and trends, assessing capabilities, and recommending adoption opportunities. The role will identify ways to use AI in the team's everyday work, including documentation, analysis, reporting, and routine requests, to free capacity for business deliverables. It will document processes, break them into explicit tasks, and assess where AI agents can appropriately reduce manual work. The analyst will work with business partners to identify use cases and build business cases that quantify savings and customer-experience impact. The position also provides analysis and support across platforms, integration and development, and architecture teams, and leads resource capacity planning, work intake, and chief-of-staff activities. The contact center technology organization supports routing, workforce management, quality, fraud/authentication, CRM, and digital channel platforms.
Requirements
- Broad understanding of contact center operations and technology.
- Working knowledge of contact center best practices and current trends, especially conversational and agentic AI.
- Ability to document processes and decompose them into discrete tasks suitable for automation.
- Hands-on experience using AI tools and agents, with sound judgment about where AI is and is not appropriate.
- Strong communication skills with business leaders and technical teams.
- Experience building business cases and quantifying savings or customer-experience impact.
- At least 5 years of experience directly aligned with the position's responsibilities.
- A bachelor's degree or equivalent work experience in Computer Science, Information Technology, Engineering, Business, or a related field.
Nice To Haves
- Experience with contact center, fraud/authentication, quality and analytics, cloud, or AI platforms, and the ability to learn new tools quickly.
- Experience in capacity planning or workforce management.
- Prior chief-of-staff, business analyst, or program management experience.
Responsibilities
- Track AI best practices and trends, assess capabilities, and recommend where the organization should adopt them.
- Identify opportunities to apply AI to documentation, analysis, reporting, and routine team requests.
- Document current processes, decompose them into explicit tasks, and determine where AI agents can appropriately reduce manual work.
- Work with business partners to identify use cases and build business cases that quantify savings and customer-experience impact.
- Provide analysis and support across platform, integration and development, and architecture teams.
- Lead resource capacity planning, work intake, and chief-of-staff activities.
Benefits
- PTO and parental leave.
- Competitive 401(k) and employee benefits.
- Free financial counseling, health coaching, and employee assistance program.
- Tuition assistance program.
- Work arrangements that work for you.
- Effective productivity and technology tools and training.
- The role may be eligible for the discretionary Annual Incentive Program and other rewards, including long-term incentives and sales incentives.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
