Lincoln Financial Group - Boise, ID
posted about 2 months ago
The Analyst, Contact Center Configuration role at Lincoln Financial Group is pivotal in analyzing and delivering complex interaction routing and overall system configuration assignments and projects. This position serves as a central resource and point-of-contact to support the configuration and deployment of system capabilities that enhance call routing and conversational design for both voice and chat channels. The ultimate goal is to provide a high-quality and recommendable experience for both internal and external customers. In this role, the analyst will analyze complex 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. This involves optimizing configurable data and business rules to fully utilize the functionality and flexibility of the systems in place. The analyst will act as a focal point-of-contact, providing accurate information regarding system capabilities and collaborating effectively with internal stakeholders to understand their requirements and expectations, ensuring the delivery of quality technical solutions. The analyst will also be responsible for providing input to project plans, 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. Quality assurance is a key aspect of this role, as the analyst will perform thorough testing to ensure the quality of configured components. Additionally, troubleshooting and providing production and off-hours on-call support for complex issues will be required, along with 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.