Analyst, Contact Center Configuration

$67,000 - $120,700/Yr

Lincoln Financial Group - Boston, MA

Full-time

Remote - Boston, MA

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

About the position

This role will analyze and deliver on more complex interaction routing and overall system configuration assignments and projects. The role will serve as a resource and central point-of-contact to support the configuration and deployment of system capabilities that enhance call routing and conversational design (for voice and chat channels) to provide a high quality and recommendable internal and external customer experience. The position requires a deep understanding of business needs and the ability to configure system capabilities to effectively distribute and execute work, adapting to the evolving needs of clients and customers, as well as changes in business models and roles. In this position, you will optimize configurable data and business rules to fully utilize the functionality and flexibility of systems. You will act as a focal point-of-contact to provide accurate information regarding system capabilities and collaborate effectively with internal stakeholders to understand requirements and expectations, ensuring the delivery of quality technical solutions. Your responsibilities will include providing input to project plans, defining complex support tasks, and estimating the time required to complete work. You will also develop and configure complex interaction routing and conversational design according to low-level and technical design documentation to meet defined requirements. Ensuring the quality of configured components through thorough testing is essential, as is troubleshooting production issues and providing off-hours on-call support. You will be responsible for complying with and helping to enforce configuration standards, policies, and procedures, and ensuring that documentation for complex configurations is well maintained.

Responsibilities

• Analyzes more complex business needs and configures system capabilities to distribute and execute work (calls and chats) effectively given evolving needs of clients/customers, business models, and adjustments to business roles.
• Optimizes configurable data and business rules to fully utilize functionality and flexibility of systems.
• Acts as a focal point-of-contact to provide accurate information regarding system capabilities.
• Collaborates effectively with internal stakeholders to understand requirements and expectations to achieve quality technical solutions.
• Provides input to project plans including defining more complex support tasks, task dependencies and estimates for completing work.
• Develops and configures more complex interaction routing and conversational design per low-level design and technical design documentation to meet defined requirements.
• Ensures quality of configured components by performing thorough testing.
• Troubleshoots, production and off hours on-call support of a more complex nature and develops or coordinates solutions for the application suite supporting the business partners within their assigned area of responsibility.
• Complies with and helps to enforce configuration standards, policies, and procedures.
• Ensures documentation for more complex configuration, interaction routing and conversational design is well maintained.

Requirements

• 4 Year/Bachelor's degree (or equivalent) (Minimum Required)
• 1 - 3+ Years experience with Telephony administration, Contact Center technologies (such as CRM tools, Work Force Management, Performance indicators and ways to proactively enhance the customer experience) (Required)
• 3 - 5+ Years experience in application configuration or development directly aligned to the specific responsibilities for this position (Required)

Benefits

• Clearly defined career tracks and job levels, along with associated behaviors for each Lincoln leadership Attribute.
• 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.
• A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations.
• Effective productivity/technology tools and training.