Lifeway is seeking a Service Cloud Data Analyst to administer and optimize contact center technology platforms, including Service Cloud Voice, AWS telephony infrastructure, and the Calabrio Workforce Management System. This role sources, analyzes, and interprets data from contact center workforce management and order management systems to identify trends, create forecasts, and provide insights that help leaders understand the meaning behind the data. The Service Cloud Data Analyst tracks and reports department, team, and individual performance across channels including telephone, email, chat, and fax. Lifeway is a place where you can bring your faith and work experience to join in the most important mission in the world: making disciples of Jesus Christ. Lifeway has a strong Work from Anywhere (WFA) culture that is deeply focused on our mission and values. Many positions are remote-eligible and have autonomy and flexibility with work hours. Full-time employees are eligible for comprehensive benefits plans including healthcare, vacation and sick time, holiday pay, care days, 401(k) plan, maternity and paternity leave, adoption assistance, mission trip time, and more. This is a remote position in the U.S. with occasional travel to Nashville for in-person team gatherings. Responsibilities include administering, configuring, and maintaining Service Cloud Voice and AWS telephony systems; managing call queue configuration, routing, and reporting; serving as primary system support; evaluating and implementing new technologies; developing reports, dashboards, spreadsheets, and pivot tables; producing KPI and quarter-end financial reporting; creating forecast models; responding to ad hoc data analysis requests; and maintaining proficiency in Calabrio.