Lincoln Financial Group - Harrisburg, PA
posted about 2 months ago
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 resource and point-of-contact for 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 their 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 to meet defined requirements. Ensuring the quality of configured components through thorough testing is a critical aspect of this role. 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.