Call Center Analyst Sr

Job Title:

Call Center Analyst Sr.

Raleigh, NC. Hybrid position, must live locally.

The Call Center Analyst Sr. optimizes the Contact Center, Teller Center, and overall call center performance. The position serves as the business unit owner and primary administrator for AI-enabled solutions, including the Aviary platform, as well as other contact center technology applications. This role manages system configuration, integration discussions, data management, reporting, vendor coordination, testing, user support, and ongoing platform optimization.

Acting as the primary liaison between operations, IT, vendors, and leadership, the Analyst translates business needs into technical solutions, drives system enhancements, manages vendor performance, and ensures technology solutions effectively support operational objectives and the member experience.

• (35%) System Integration & Technology:
  • Lead the implementation, optimization, and ongoing enhancement of contact center systems, leveraging advanced technologies-including AI-to drive efficiency and improve system connectivity.
  • Build, automate, and maintain dashboards and reports inside various platforms for real-time and historical performance for the Contact Center and Teller Center.
  • Design, document, and optimize member interaction workflows, routing strategies, and system integrations across contact center technologies to ensure seamless experiences.
  • Monitor system performance and report delays that impact operations. Work with internal IT infrastructure and external partners as needed.
  • Coordinate resolution of system incidents, assess operational impacts, and partner with IT teams and vendors to support system stability and continuous improvement.
• (30%) AI Voice Agent Optimization & Technical Liaison:
  • Serve as the liaison between business units, technology teams, data and analytics, and external vendor engineers. Stay current with the latest AI technology trends. relative to Contact Center and industry uses.
  • Gather, document, and translate business requirements into system enhancements, process improvements, and technology solutions that support operational objectives.
  • Build, execute, and monitor automated outbound corporate call campaigns and inbound voice routing logic, adjusting configurations based on data from vendor platforms and communicating impacts to stakeholders as needed. Own the system and user access for recurring and ad hoc voice agent campaigns approved by executive leadership.
  • Regularly review AI conversation transcripts and intent-matching logs to find where the bot misunderstands members, then partner with engineers to optimize.
• (20%) Business Intelligence & Analytics:
  • Analyze performance trends across the Teller Center and Contact Center to identify opportunities to improve operations. Translate data insights into practical recommendations that enhance efficiency, service quality, team effectiveness, and the member experience.
  • Provide management with data-driven recommendations on staffing models, call-volume forecasting, and channel health.
  • Contribute to departmental initiatives as assigned.
• (15%) Change Management & Operational Support:
  • Perform testing for all new contact center software updates, IVR script variations, and AI voice rollouts before they impact members or departments. Participate in company-wide change management meetings as needed.
  • Maintain accurate, up-to-date technical diagrams of systems leveraged by the call center.
  • Monitor and track service tickets submitted by the Contact Center and Teller Center. Analyze recurring issues, identify operational trends and root causes, and provide leadership with actionable insights and recommendations to address ongoing pain points and improve processes.
  • Maintain audit-ready documentation and ensure compliance with established governance, security, change management, and system administration processes.

• Five years of experience working in business analytics, operations, or related technical functions.
• Experience developing and analyzing operational reports, dashboards, and performance metrics.
• Experience using tools such as Excel, SQL, or reporting platforms to analyze data and support decision making.

• Experience with AI-enabled contact center solutions, digital channels, voice analytics, automation, or omnichannel platforms preferred.
• Experience partnering with vendors, IT teams, and business stakeholders to implement system enhancements or resolve operational issues.

• Related college degree or four years of additional experience in lieu of degree

Must be able to learn and retain information; resolve problems and think sequentially; remain in a stationary position; constantly operate a computer; and converse with others on a continual…