Workflow Analyst

***No agencies or 3rd party Recruiters please. Thank you! ***

Who we are:

Cornerstone Servicing, a division of Cornerstone Capital Bank, is a best-in-class mortgage servicer with a reputation for amazing service, customer satisfaction, employee retention and happiness! We employ people who are passionately committed to Cornerstone's Mission, Vision & Core Convictions.

We honor God by using our talents to make a positive difference in the lives of our Team Members, Clients, Shareholders, Communities, and the People who provide services to us.

Who we are looking for:

Cornerstone Servicing is seeking a Workflow Analyst that has experience managing intraday operations, real-time decision-making, and workforce strategy. In this new role, you'll shift from monitoring contact center performance to shaping the systems that power it.

As Workflow Analyst, you'll take a lead role in designing, building, and optimizing automated workflows across our contact center platforms-including Nice InContact Studio IVR, Omilia IVA and n8n. This role also includes leveraging emerging technologies like Generative AI, Large Language Models (LLMs), and Natural Language Understanding (NLU) to drive more intelligent, scalable customer and agent experiences.

• Location: Onsite daily in Englewood, CO
• Compensation: $52-60k

Key Responsibilities:

• Build and maintain intelligent workflows and automations in tools like Nice InContact Studio, Omilia IVA, and n8n
• Translate operational knowledge and business requirements into automation logic that improves efficiency and service levels
• Design and refine IVR flows and virtual agent experiences using best practices in conversational design and NLU
• Partner with contact center leadership, workforce planning, and IT to identify automation opportunities and implement scalable solutions
• Begin working with LLMs and Generative AI tools to prototype and implement natural language features for both customer-facing and internal workflows
• Monitor and troubleshoot active workflows, making real-time improvements and ensuring reliability
• Document processes and solutions for collaboration and knowledge sharing

What you'll need to be successful:

• Prior experience in a call center environment, with hands-on exposure to intraday workforce or real-time operations
• Proficiency in Microsoft Excel, including pivot tables, formulas, and charts
• Strong analytical, organizational, and problem-solving skills
• Excellent communication and collaboration abilities
• Familiarity with ACD platforms such as RingCentral, Five9, or similar
• Experience with workforce management software (e.g., NICE IEX, Verint, Aspect)
• Exposure to scheduling, forecasting, or long-term capacity planning
• Basic understanding of SQL, data visualization tools (e.g., Power BI), or scripting
• College degree in business, math, analytics, or a related field

What we offer:

Because we recognize and reward hard work, we offer a competitive salary, a full benefits package, and the potential for a performance-based bonus.

What to do next:

If Cornerstone sounds like the place for you (and if you have the qualifications, drive, and passion to match), we invite you to become a member of our winning team! And remember, once you're a part of our Cornerstone team, we'll continue to invest in you as a valuable asset to our company. As many of our team members can tell you, there's something special about working at Cornerstone.