Contact Center Workflow Analyst — AI & Automation

Cornerstone Servicing; Englewood (CO); Sur place; USD 52 000 - 60 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Full benefits package

Performance-based bonus potential

Résumé du poste

A leading mortgage servicing firm in Englewood, CO is seeking a Workflow Analyst to enhance contact center operations. The successful candidate will design and optimize automated workflows using tools like Nice InContact and Omilia. This role requires strong analytical and communication skills, and a background in call center management. The position offers a competitive salary and full benefits package.

Qualifications

• Experience managing intraday operations in a call center environment.
• Hands-on exposure to real-time decision-making and workforce strategy.
• Familiarity with ACD platforms and workforce management software.

Responsabilités

• Design and optimize workflows for contact center platforms.
• Translate business requirements into automation logic.
• Implement scalable automation solutions.

Connaissances

Analytical skills

Communication

Organization

Problem-solving

Proficiency in Microsoft Excel

Formation

College degree in business, math, analytics, or related field

Outils

Nice InContact Studio

Omilia IVA

n8n

SQL

Power BI

Description du poste

A leading mortgage servicing firm in Englewood, CO is seeking a Workflow Analyst to enhance contact center operations. The successful candidate will design and optimize automated workflows using tools like Nice InContact and Omilia. This role requires strong analytical and communication skills, and a background in call center management. The position offers a competitive salary and full benefits package.