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Analyst, Contact Center Configuration
$67,000 - $120,700/Yr
Lincoln Financial Group
posted about 2 months ago
Full-time - Mid Level
Remote
Securities, Commodity Contracts, and Other Financial Investments and Related Activities
About the position
The Analyst, Contact Center Configuration role at Lincoln Financial involves analyzing and delivering complex interaction routing and system configuration projects. This position serves as a central resource for enhancing call routing and conversational design across voice and chat channels, ultimately aiming to improve customer experience for both internal and external clients.
Responsibilities
- Analyze complex business needs and configure system capabilities for effective work distribution.
- Optimize configurable data and business rules to utilize system functionality.
- Act as a focal point-of-contact for accurate information on system capabilities.
- Collaborate with internal stakeholders to understand requirements and achieve quality technical solutions.
- Provide input to project plans, defining support tasks and estimating completion time.
- Develop and configure complex interaction routing and conversational design based on technical documentation.
- Ensure quality of configured components through thorough testing.
- Troubleshoot production issues and provide off-hours support as needed.
- Comply with and enforce configuration standards, policies, and procedures.
- Maintain documentation for complex configurations and designs.
Requirements
- Bachelor's degree or equivalent (Minimum Required).
- 1 - 3+ years of experience with Telephony administration and Contact Center technologies (Required).
- 3 - 5+ years of experience in application configuration or development aligned with the responsibilities of this position (Required).
Benefits
- Clearly defined career tracks and job levels.
- Leadership development and virtual training opportunities.
- PTO/parental leave.
- Competitive 401K and employee benefits.
- Free financial counseling, health coaching, and employee assistance program.
- Tuition assistance program.
- Remote work environment and flexible work hybrid situations.
- Effective productivity/technology tools and training.
