Service Center Systems Analyst

Job Overview

The Service Center Systems Analyst is responsible for the administration, configuration, and ongoing optimization of the Interface AI and Genesys platforms, supporting the credit union’s service center operations. This role serves as the primary liaison with vendors, ensuring system performance aligns with business objectives and enhances member engagement. The analyst collaborates cross-functionally to implement technology solutions, troubleshoot issues, conduct testing, and provide training, while staying current on industry trends to drive continuous improvement in member service delivery.

#DupacoDifference.  https://www.youtube.com/watch?v=Oy_rZxNXcC8

Dupaco Values:

• Demonstrates Dupaco Values: Rooted In Trust, Empathetic Understanding, Strengthening Relationships, Advocate for All and Invest in You

What you’ll be doing:

• 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.

What you’ll need:

• Bachelor’s degree in related field or equivalent experience.
• 3+ years’ related experience required (business analytics, administering AI powered phone system, etc.).
• Ability to self-motivate and work independently.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.
• Strong ability to problem-solve and troubleshoot, with an aptitude for learning new technologies.
• Familiarity with testing both mobile apps and web-based software.