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Dupaco Community Credit Union · 8 hours ago

Service Center Systems Analyst

Dubuque, Iowa, United States

Full-time

Onsite

Mid Level

3+ years exp

Dupaco Community Credit Union is seeking a Service Center Systems Analyst to manage and optimize their Interface AI and Genesys platforms. This role involves collaborating with various teams to enhance member engagement through technology solutions and ensuring system performance aligns with business objectives.

Employee BenefitsFinanceFinancial Services

Growth Opportunities

Responsibilities

Administer and maintain the Interface AI and Genesys platforms, ensuring system stability, optimal performance, and alignment with service center operational goals

Serve as the primary point of contact for Interface AI and Genesys vendors, managing relationships, issue escalation, and coordinating system enhancements or troubleshooting

Configure and update system settings, workflows, and integrations within both platforms to meet evolving business needs and improve member engagement and service delivery

Collaborate with cross-functional teams including IT, Operations, Member Service, and Compliance to gather requirements, address issues, and implement platform solutions that enhance the member experience

Monitor system performance metrics and analytics, identifying trends, opportunities for improvement, and potential risks, and reporting findings to leadership

Conduct system testing and validation for new features, updates, and patches to ensure seamless deployment with minimal operational disruption

Develop, maintain, and update documentation including configuration guides, process workflows, training materials, and user manuals related to Interface AI and Genesys

Provide training and support to service center staff and other stakeholders on platform usage, best practices, and troubleshooting

Stay current with Interface AI and Genesys product updates, industry trends, and best practices to recommend enhancements and innovations

Assist in the design and execution of strategic initiatives related to service center technology, automation, and member interaction improvements

Ensure compliance with organizational policies, data security standards, and regulatory requirements in the administration of both platforms

Participate in cross-departmental projects and committees as the service center systems representative to ensure alignment between technology capabilities and business objectives

Perform other duties as assigned