Contact Center Platform Manager (Omnichannel)

Firefighters First Federal Credit Union has proudly been serving the firefighter community since 1935. We have built trusting relationships within the fire family as the nation’s largest exclusive firefighter credit union. Our commitment to providing our members with exceptional financial products and services, along with our legendary service, has allowed us to grow our membership nationally. Join a team that values its employees, invests in professional growth, and makes an impact in the firefighter community.

Currently, we have an immediate opening for a Member Experience Platform Manager. The Member Experience Platforms Manager is responsible for improving member experience and operational performance across contact center and digital engagement channels. Through platform ownership, routing strategy, performance analytics, and continuous improvement initiatives, this role drives service excellence, digital adoption, operational efficiency, and scalable member interactions. The position serves as the business owner of member-facing platforms, ensuring technology capabilities, workflows, and channel strategies support organizational objectives and member needs.

This individual serves as a system-level operator and data-driven optimizer of IVR/IVA flows, queue routing strategies, and channel performance—leveraging platform capabilities and reporting insights to drive continuous improvements in how member interactions are designed and delivered.

Primary Responsibilities:

• Managing and optimizing member-facing contact center technologies, digital engagement platforms, and interaction channels to support service excellence, member satisfaction, and operational performance. 
• Designing, configuring, and maintaining IVR/IVA experiences and multichannel routing strategies, including skill-based routing, queue prioritization, and self-service optimization to improve member containment and experience.
• Managing contact center platform administration (e.g., telephony, text, chat, and video), including configuring systems, testing solutions, deploying enhancements, and integrating capabilities across interaction channels.
• Serving as the primary triage point for contact center system issues, leading root cause analysis, and coordinating resolutions across IT, vendors, and internal operations.
• Developing and maintaining reporting, dashboards, and performance analytics across multichannel operations to identify trends, surface optimization opportunities, and inform operational and strategic decisions. Analyzing real-time and historical contact center data to identify service risks, capacity gaps, and channel performance variances while recommending and implementing improvements.

• Supporting scheduling alignment and capacity planning through analyzing volume patterns and modeling staffing scenarios to ensure appropriate channel coverage.
• Maintaining documentation of system configurations, workflows, and reporting standards to ensure consistency, scalability, and operational continuity.

Basic Qualifications:

• Bachelor's degree required.
• Three or more years of technical or operational experience, preferably within a financial institution.
• Strong skills in data visualization, statistical analysis, reporting, and performance analytics.
• Experience with IVR platforms, digital engagement channels, call routing systems, and multichannel contact center environments.
• Experience analyzing operational performance metrics and identifying opportunities to improve service levels, channel effectiveness, and member experience outcomes.
• Experience with contact center technologies such as RingCentral EX/CX, Calabrio WFM/QM, Eltropy, or similar platforms preferred.
• All candidates must be bondable and maintain bondable status throughout employment in accordance with credit union regulatory requirements. 

Remote Expectations:

• 100% remote role
• Dedicated Home Office: This position requires a permanent home office in a fixed location and is not a work-from-anywhere or travel-based role.
  • This ensures compliance and supports daily collaboration for our legendary member service.

Benefits:

We offer exceptional benefits to our employees, including:

• Competitive salary with a pay for performance bonus
• Fully paid Medical, Dental, and Vision benefits package for employees.
• Fully paid Life insurance, AD&D, short and long-term disability coverage
• 401k plan with a 3% safe harbor from the credit union and a matching program of up to 4%
• Education reimbursement of up to $5,250 annually, along with a 0% education loan assistance program
• Pet Insurance
• 4 weeks of PTO annually including 2 ½ days of float time.
• 9 paid holidays plus 2 half days

Firefighters First Federal Credit Union is an Equal Employment Opportunity employer. We do not discriminate based upon race, color, religion, age, gender, marital status, physical or mental disability, medical condition, pregnancy, sexual orientation, gender identity or expression, national origin, veteran status, genetic information, or any other status protected under federal, state, or local law. Firefighters First Federal Credit Union is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at [email protected].