Contact Center Configuration Specialist

3 weeks ago


Broomall, Pennsylvania, United States Lincoln Financial Services Full time
About the Role

This position is responsible for analyzing and delivering on complex interaction routing and system configuration assignments and projects. The ideal candidate 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.

Key Responsibilities
  • Analyze complex business needs and configure system capabilities to distribute and execute work effectively.
  • 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.
  • Develop and configure complex interaction routing and conversational design per low-level design and technical design documentation.
  • Ensure quality of configured components by performing thorough testing.
  • Troubleshoot and provide production and off-hours on-call support for complex issues.
Requirements
  • 4-year Bachelor's degree (or equivalent)
  • 3+ years of experience with Telephony administration, Contact Center technologies, and CRM tools
  • 5+ years of experience in application configuration or development directly aligned to the specific responsibilities for this position
About Lincoln Financial Group

Lincoln Financial Group is a leading provider of financial services, helping people plan, protect, and retire with confidence. We are committed to creating a diverse and inclusive environment and are proud to be an equal opportunity employer.



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