Sr. Support Analyst - Contact Center

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Summary

This position will be responsible for supporting IVR, Customer Relationship platforms (CRM/Internal), and other related telephony applications. Responsible for defining business requirements, designing workflows, creating change stories, and support application testing for both desktop applications and IVR.

Essential Functions

• Define contact center business requirements, design workflows, creating change stories, driving change and support application testing, for desktop applications, CRM (Salesforce/Internal) and IVR.
• Participate in new product design or enhancements that may impact IVR and CRM integrations.  
• Leveraging the contact center data to analyze self-service strategies, recommend improvements, and identify defects and/or areas for concern.
• Prioritizing and resolving any CRM and call routing workflow break/fix issues
• Developing and participating in pilots to test various IVR integrations and call routing strategies.
• Serving as the liaison to Contact Center leadership to help implement new call routing strategies.
• Monitoring closely with the lines of business and the rest of the strategy team to meet service level objectives and ensure the consistent, accurate reporting and compliance within all call center groups.
• Proactively working with all areas of the contact center to identify opportunities to apply new workforce and self-service strategies.
• Participating in development and UAT phases of all new telephony reports and report enhancements.
• Working on activities, projects, and requests for data extrapolation as requested by Contact Center Leadership
• Provide 24x7 on call team production support for Early Warning contact centers, managing incident engagement with internal technology partners and external vendors. Driving Contact Center related incidents to restoration of service, identification of root cause, resolution and prevention of further related incidents.   
• Ensure contact center platform SLA’s are met
• Represent and address potential contact center impacts as part of the technology change forum  
• Maintain a strong working relationship with Networking, Desktop Services, Delivery, Tech Operations and Security
• Contact Center support for Early Warning Tech Operations, CIS, and Consumer Service Centers.
• Support the company's commitment to protect the integrity and confidentiality of systems and data.

Minimum Qualifications

• Proven experience with call routing design, tradition and conversational IVR design
• Experience with other contact center platforms, such as call recording, speech analytics and workforce management
• Experience in workflow and process design
• Ability to diagnose and solve problems of varying technical complexity
• Ability to communicate and translate business requirements for both technical and non-technical audience.
• Proven track record of resolving call center production issues
• Goal-oriented, enthusiastic, energetic, self-motivated, with the ability to interact and communicate with all levels of the organization
• Available to work nights and weekends when necessary, on call
• Excellent interpersonal and leadership skills
• Ability to multitask and prioritize effectively
• Possess the energy and drive to accomplish goals, meet deadlines, and find solutions
• Education and experience typically obtained through completion of a Bachelor’s degree in a related field of study, business administration or technology 
• Background and drug screen

Preferred Qualifications

• Proven experience with Salesforce in an administration or workflow design role
• Proven experience with non-voice channels such as email, sms, chat and online knowledge bases

Physical Requirements

Working conditions consist of a normal office environment. Work is primaril