Contact Center Technology Analyst

Job Overview  

Job Title: Contact Center Technology Analyst

Employment Type: Full-Time  

Location: Chicago, IL - Madison, WI - Remote

Reports To: Mgr, Customer & User Experience

The Impact You’ll Make:  

As the Contact Center Technology Analyst, you'll own the reliable operation and continuous improvement of contact center technology that supports guest and agent experiences. You'll combine hands-on platform support, AI agent enablement, disciplined project execution, structured testing, and controlled production releases. You will drive assigned work to verified completion, maintain organized records, anticipate risks, and communicate proactively with stakeholders—even when implementation depends on other teams or vendors.

Key Responsibilities: 

Contact Center Platforms

• Administer and optimize cloud contact center (CCaaS), telephony, IVR, skills-based routing, queues, greetings, business hours, and agent configurations. 
• Monitor platform health, service quality, integrations, and agent-impacting incidents; troubleshoot, investigate root causes, coordinate escalations, and validate permanent fixes. 
• Maintain accurate configuration inventories, change records, runbooks, access documentation, and business-continuity procedures. 
• Support workforce management, quality management, speech analytics, CRM, and knowledge-management tools and their operational workflows.

AI Agents & Conversational Automation 

• Support the deployment, configuration, testing, and ongoing optimization of voice and chat AI agents, including intent recognition, conversation journeys, knowledge sources, authentication, handoffs, and routing. 
• Analyze AI performance and guest friction using containment, transfer reasons, fallback/no-intent rates, escalation outcomes, and guest feedback; recommend and validate improvements. 
• Partner with Digital, platform vendors, and business owners to define requirements for AI integrations and API-based workflows; test eligibility, edge cases, error handling, and human-agent transitions. 
• Monitor production AI changes for accuracy, reliability, guest experience, and unintended impacts; document issues and collaborate on remediation. 
• Support responsible AI practices, including appropriate handling of sensitive information, access controls, and escalation to humans when needed. 

Project Ownership, Execution & Delivery 

• Translate operational needs into clear requirements, user stories, acceptance criteria, and implementation plans. 
• Own assigned initiatives end to end—from intake, requirements and planning through testing, approved deployment, post-launch verification, and closure; actively drive next steps and dependencies without repeated prompting. 
• Build and execute traceable test plans with scenarios, expected and actual outcomes, defects, retests, and evidence; cover normal, exception, negative, integration, and regression scenarios. 
• Maintain disciplined project tracking (currently Monday.com): owners, milestones, due dates, decisions, risks, blockers, action items, and accurate status; promptly escalate at-risk deliverables with options and recommendations. 
• Provide concise, timely updates on status, decisions, dependencies, and next steps; communicate emerging risks or delays before deadlines are missed. 
• For incidents and escalations, identify business impact, coordinate accountable parties, recommend actions, and confirm resolution with affected stakeholders. 
• Maintain clear handoffs and ownership across IT, Digital, Operations, vendors, and other partners; ensure no issue or deliverable is left without a documented next step. 

Proactive Communication & Accountability 

• Provide concise, timely updates on status, decisions, dependencies, and next steps; communicate emerging risks or delays before deadlines are missed. 
• For incidents and escalations, identify business impact, coordinate accountable parties, recommend actions, and confirm resolution with affected stakeholders. 
• Maintain clear handoffs and ownership across IT, Digital, Operations, vendors, and other partners; ensure no issue or deliverable is left without a documented next step. 

Testing Discipline & Production Governance 

• Define acceptance criteria and obtain business-owner sign-off on UAT results before requesting a production release; record open defects and disposition of exceptions. 
• Follow authorized change-control processes: assess guest and agent impact, dependencies, security and privacy risks, release windows, communication plans, approvals, and rollback readiness. 
• Coordinate releases with authorized deployment owners; do not bypass required approvals or assume unrestricted production access. 
• Complete documented post-release smoke tests and monitoring, verify routing and AI handoffs, track incidents during hypercare, and formally close changes only after outcomes are validated. 

Agent Enablement & Cross-Functional Partnership 

• Partner with Operations, Workforce Management, Learning & Development, IT, InfoSec, and vendors to resolve issues and improve the agent experience. 
• Support access provisioning, role-based configurations, new-hire technology readiness, and changes to agent skills. 
• Maintain practical job aids, release notes, and training references; communicate outages and technology changes promptly and clearly. 

Reporting, Security & Continuous Improvement 

• Validate that systems capture reliable operational and AI metrics; partner with analysts to investigate discrepancies and improve reporting. 
• Follow organizational security, privacy, PCI, and PII requirements, including appropriate controls for call recordings, transcripts, payments, and guest data. 
• Stay informed about CCaaS, WFM, quality analytics, conversational AI, and automation trends; propose improvements based on measurable operational value. 

Required Qualifications & Skills: 

• Experience supporting or administering contact center technology, enterprise SaaS applications, telephony, or related customer experience platforms. 
• Working knowledge of IVR, call routing, queues, agent workflows, system integrations, and incident troubleshooting. 
• Ability to analyze technical and operational data, document findings, test changes, and communicate clearly with technical and nontechnical stakeholders. 
• Demonstrated organization, independent follow-through, project-management discipline, and proactive stakeholder communication; ability to maintain multiple workstreams, surface risks early, and close the loop on commitments. 
• Familiarity with conversational AI, chatbots, or automated customer service workflows, or demonstrated ability to learn and support these technologies. 

Preferred Experience 

• Hands-on experience with Five9 CCaaS, including administration, IVR/routing, and reporting. 
• Experience with Verint Workforce Management, Quality Management, Speech Analytics, or related modules. 
• Experience with conversational AI agent platforms such as Sierra, including journey design, testing, analytics, and human handoffs. 
• Experience with Salesforce Service Cloud, API integrations, webhooks, CRM workflows, or contact center data pipelines. 
• Experience supporting multi-site or outsourced contact center operations. 

Physical Requirements: 

Lift up to 20 lbs., sit and/or stand for long periods. 

Grow Your Career   

This role offers the opportunity to expand your leadership impact, develop high-performing teams, and contribute to enterprise-wide initiatives. You’ll have access to development programs, cross-functional experiences, and clear pathways to advance your career within Great Wolf Lodge. 

Benefits:  

• Medical, Dental, and Vision insurance  
• Health savings account  
• Telehealth resources  
• Life insurance  
• Annual Bonus  
• 401K with employer match  
• Paid vacation time off  
• Paid parental leave  
• Discounts to visit Great Wolf’s 23+ locations for team members, friends, & family  

Learn more about what it’s like to work at Great Wolf and be part of our Pack.  

Estimated Salary Range

($75,000 - $80,000) annual base salary

An employee’s pay position within the salary range will be based on several factors, including but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of Great Wolf’s total compensation package. Other rewards may include annual bonuses, a Paid Time Off policy, and other perks. 

How to Apply  

We are actively hiring, with relocation packages available.  

Click “Apply Now” or chat with a recruiter at the bottom of your screen on Great Wolf Lodge’s website. Once your application is submitted, a recruiter will review your experience and reach out with next steps.  

EEO  

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status