Analyst, Contact Center Configuration

$70,000 - $120,000/Yr

Unclassified - Pierre, SD

Full-time - Entry Level

Remote - Pierre, SD

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 overall system configuration assignments and projects. 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 ultimate goal is to provide a high-quality and recommendable experience for both internal and external customers. In this position, the analyst will be responsible for analyzing intricate business needs and configuring 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-of-contact, providing accurate information regarding system capabilities and collaborating 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 also a critical aspect of this role, as the analyst will perform thorough testing to ensure the quality of configured components. Troubleshooting and providing production support, including off-hours on-call support, will be necessary for addressing complex issues and 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.

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 regarding system capabilities.
• Collaborate with internal stakeholders to understand requirements and achieve quality technical solutions.
• Provide input to project plans, defining complex support tasks and task dependencies.
• Develop and configure complex interaction routing and conversational design per technical documentation.
• Ensure quality of configured components through thorough testing.
• Troubleshoot and provide production support, including 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 to 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.