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
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