Analyst, Contact Center Configuration

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 configuration or development directly aligned to the specific responsibilities for this position (Required)

Application Deadline

Applications for this position will be accepted through November 6, 2024, subject to earlier closure due to applicant volume.

What’s it like to work here?

At Lincoln Financial Group, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives.

Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

What’s in it for you :

Clearly defined career tracks and job levels, along with associated behaviors for each Lincoln leadership Attribute.

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

A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations

Effective productivity / technology tools and training

The pay range for this position is $67,000 - $120,700 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law.

Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role.

The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual.

Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

About The Company

Lincoln Financial Group helps people to plan, protect and retire with confidence. As of Dec. 31, 2023, approximately 17 million customers trust our guidance and solutions across four core businesses annuities, life insurance, group protection and retirement plan services.

As of December 31, 2023, the company had $295 billion in end-of-period account balances, net of reinsurance. Headquartered in Radnor, Pa.

Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE : LNC) and its affiliates. Learn more at LincolnFinancial.com.

Lincoln is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Follow us on Facebook , X , LinkedIn , and Instagram . For the latest company news, visit our newsroom .

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers.

These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications.

Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms.

We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview.

Please contact Lincoln's fraud team at [email protected] if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions.

Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

Lincoln Financial Group ( LFG ) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information.

Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY / TDD assistance, contact us by calling 260-455-2558.

This Employer Participates in E-Verify. See the E-Verify notices.

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