Analyst, Contact Center Configuration

$67,000 - $120,700/Yr

Lincoln Financial Group - Washington, DC

Full-time - Entry Level

Remote - Washington, DC

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

About the position

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.

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 estimating completion time.
• Develop and configure complex interaction routing and conversational design based on technical 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 with 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.