Analyst, Contact Center Configuration at Lincoln Financial Group in Boise, Idaho, United States Job Description Alternate Locations: Work from Home Work Arrangement: Remote : Work at home employee residing outside of a commutable distance to an office location. Relocation assistance: is not available for this opportunity. Requisition #: 73627 The Role at a Glance This role will analyze and deliver on more complex interaction routing and overall system configuration assignments and projects. The role will serve as a resource and central point-of-contact to support the configuration and deployment of system capabilities that enhance call routing and conversational design (for voice and chat channels) to provide a high quality and recommendable internal and external customer experience. What you'll be doing + Analyzes more complex business needs and configures system capabilities to distribute and execute work (calls and chats) effectively given evolving needs of clients/customers, business models, and adjustments to business roles. + Optimizes configurable data and business rules to fully utilize functionality and flexibility of systems. + Acts as a focal point-of-contact to provide accurate information regarding system capabilities. + Collaborates effectively with internal stakeholders to understand requirements and expectations to achieve quality technical solutions. + Provides input to project plans including defining more complex support tasks, task dependencies and estimates for completing work. + Develops and configures more complex interaction routing and conversational design per low-level design and technical design documentation to meet defined requirements. + Ensures quality of configured components by performing thorough testing. + Troubleshoots, production and off hours on-call support of a more complex nature and develops or coordinates solutions for the application suite supporting the business partners within their assigned area of responsibility. + Complies with and helps to enforce configuration standards, policies, and procedures. + Ensures documentation for more complex configuration, interaction routing and conversational design is well maintained. What we're looking for + 4 Year/Bachelor's degree (or equivalent) (Minimum Required) + 1 - 3+ Years experience with Telephony administration, Contact Center technologies (such as CRM tools, Work Force Management, Performance indicators and ways to proactively enhance the customer experience) (Required) + 3 - 5+ Years experience in application configur To view full details and how to apply, please login or create a Job Seeker account
Idaho State Job Bank...procedural opportunities beyond the typical community hospital setting. Our program currently supports PA-driven endoscopic vein harvesting (EVH) and welcomes experienced candidates and those looking to gain this valuable experience through robust on the job training as...
About the job Virtual Office Manager (Administrative Assistant) Job Title: Virtual Office Manager (Administrative Assistant) International Business Times seeks Administrative Assistant to handle front-desk receptionist duties and other administrative works...
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