Senior Contact Center Configuration Analyst

4 weeks ago

Broomall, Pennsylvania, United States Lincoln Financial Services Full time
Job Summary

This role will analyze and deliver on 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.

Key Responsibilities
  • Analyze complex business needs and configure system capabilities to distribute and execute work (calls and chats) effectively given evolving needs of clients/customers, business models, and adjustments to business roles.
  • Optimize configurable data and business rules to fully utilize functionality and flexibility of systems.
  • Act as a focal point-of-contact to provide accurate information regarding system capabilities.
  • Collaborate effectively with internal stakeholders to understand requirements and expectations to achieve quality technical solutions.
  • Provide input to project plans including defining complex support tasks, task dependencies, and estimates for completing work.
  • Develop and configure complex interaction routing and conversational design per low-level design and technical design documentation to meet defined requirements.
  • Ensure quality of configured components by performing thorough testing.
  • Troubleshoot, production, and off-hours on-call support of a complex nature and develop or coordinate solutions for the application suite supporting the business partners within their assigned area of responsibility.
  • Comply with and help to enforce configuration standards, policies, and procedures.
  • Ensure documentation for complex configuration, interaction routing, and conversational design is well-maintained.
Requirements
  • 4-year/Bachelor's degree (or equivalent) (Minimum Required)
  • 1-3+ years of 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 of experience in application configuration or development directly aligned to the specific responsibilities for this position (Required)
About Lincoln Financial Group

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

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.

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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

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