Lincoln Financial Group - Boston, MA
posted about 2 months ago
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.