Lincoln Financial Group - Washington, DC
posted about 2 months ago
The Analyst, Contact Center Configuration role at Lincoln Financial Group is a pivotal position that focuses on analyzing and delivering complex interaction routing and system configuration assignments. This role 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 position, 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 role requires optimizing configurable data and business rules to fully leverage the functionality and flexibility of the systems in place. The analyst will act as a focal point for providing accurate information regarding system capabilities and will collaborate with internal stakeholders to understand their requirements and expectations, ultimately achieving quality technical solutions. The analyst will also be responsible for providing input to project plans, defining complex support tasks, and estimating the time required to complete work. They will develop and configure complex interaction routing and conversational designs based on low-level and technical design documentation to meet defined requirements. Quality assurance is critical, and the analyst will ensure that all configured components undergo thorough testing. Additionally, the role involves troubleshooting production issues and providing 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 designs.