Analyst, Contact Center Configuration

$67,000 - $120,700/Yr

Lincoln Financial Group - Albany, NY

Full-time - Entry Level

Remote - Albany, NY

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Analyst, Contact Center Configuration role at Lincoln Financial Group is designed for individuals who are adept at analyzing and delivering complex interaction routing and system configuration assignments. This position serves as a central point-of-contact, supporting the configuration and deployment of system capabilities that enhance call routing and conversational design across voice and chat channels. The primary goal is to ensure a high-quality and recommendable experience for both internal and external customers. In this role, the analyst will analyze intricate business needs and configure system capabilities to effectively distribute and execute work, including calls and chats, in response to the evolving needs of clients and customers. The analyst will optimize configurable data and business rules to fully leverage the functionality and flexibility of the systems in place. Acting as a focal point-of-contact, the analyst will provide accurate information regarding system capabilities and collaborate with internal stakeholders to understand requirements and expectations, ultimately achieving quality technical solutions. The analyst will also contribute to project plans by defining complex support tasks, task dependencies, and estimates for completing work. They will develop and configure complex interaction routing and conversational design according to low-level and technical design documentation, ensuring that all defined requirements are met. Quality assurance is a critical aspect of this role, as the analyst will perform thorough testing of configured components. Additionally, the analyst will troubleshoot production issues and provide off-hours on-call support, developing or coordinating solutions for the application suite that supports business partners within their assigned area of responsibility. Compliance with configuration standards, policies, and procedures is essential, as is maintaining documentation for complex configurations, interaction routing, and conversational design.

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 expectations.
• Provide input to project plans, defining complex support tasks and dependencies.
• Develop and configure complex interaction routing and conversational design per design documentation.
• Ensure quality of configured components through thorough testing.
• Troubleshoot production issues and provide off-hours on-call support.
• Comply with and help enforce configuration standards, policies, and procedures.
• Maintain documentation for complex configurations and designs.

Requirements

• 4 Year/Bachelor's degree (or equivalent) is required.
• 1 - 3+ Years experience with Telephony administration and Contact Center technologies is required.
• 3 - 5+ Years experience in application configuration or development aligned to the responsibilities of this position is 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.