Lincoln Financial Group - Tallahassee, FL
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 for both 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, ensuring the delivery of quality technical solutions. Additionally, the analyst will 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 based on low-level and technical design documentation to meet defined requirements. Quality assurance is a critical aspect of this role, as the analyst will perform thorough testing to ensure the configured components meet the necessary standards. The position also 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 design.