Member Service Centers Analyst

Owns the daily operation and administration of contact center technology platforms, ensuring optimal configuration, routing, and performance across systems such as Five9, Level.ai, Calabrio, and Pin. Drop. Drives continuous improvement of AI, automation, and call flows while analyzing performance data to generate actionable insights and deliver clear, impactful reporting.

Enables front-line teams and cross-functional partners to enhance quality, workforce optimization, risk mitigation, and overall member experience outcomes.