Contact Center AI & Analytics Analyst

ICCU; Chubbuck (ID); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive Pay

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

Job summary

ICCU in Chubbuck, Idaho seeks a qualified professional to manage contact center technology platforms such as Five9 and Calabrio. The role involves optimizing performance, developing AI content, and leading analytics reporting to enhance member experiences.

The ideal candidate should have a Bachelor's degree in business or a related field and 2–5 years of relevant experience. This position offers competitive pay and a comprehensive benefits package, fostering a supportive work environment.

Qualifications

• 2–5 years of experience in contact center operations, analytics, or systems.
• Experience with AI, automation, or conversational systems preferred.
• Certifications in customer experience, data analytics, or business intelligence preferred.

Responsibilities

• Define business requirements and experiences for contact center platforms.
• Develop and optimize AI content, knowledge for customer interactions.
• Lead reporting design and performance measurement for analytics outputs.

Skills

Analytical skills

Problem-solving skills

Effective communication

Process-oriented mindset

Education

Bachelor's degree in Business, Information Systems, Analytics, Finance, or related field

Tools

Five9

Calabrio

Level.ai

Power BI

Tableau

Job description

ICCU in Chubbuck, Idaho seeks a qualified professional to manage contact center technology platforms such as Five9 and Calabrio. The role involves optimizing performance, developing AI content, and leading analytics reporting to enhance member experiences.

The ideal candidate should have a Bachelor's degree in business or a related field and 2–5 years of relevant experience. This position offers competitive pay and a comprehensive benefits package, fostering a supportive work environment.