Job Information
Lincoln Financial Group Contact Center Technologies, Senior Business System Analyst in Radnor, Pennsylvania
Lincoln National Corporation seeks a Contact Center Technologies, Senior Business System Analyst in Radnor, PA. To modernize Contact Center and support multiple contact centers and technologies. Performs complex system configuration, creation of data virtualization, table updates, build and run of reporting queries. Maintains knowledge on current and emerging developments/trends for Contact Center technology and test tools, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions. Using structured requirements process, clearly articulates, documents and validates more complex technical requirements for IVR call flows. Maintains and enhances agent set up and call flow processes through review of call routing logs, data analysis and data/system configuration. Documents call flows and drives implementation of testing automation through Cyara application. Development and execution of test plans and performance of manual and automated testing including performance, regression and functional. Req: Bachelor's degree or foreign equivalent in Information Technology, Applied Computer Science or related IT field; 5 years' experience within contact centers, include strategies, technologies, KPI's to proactively enhance the customer experience. Experience must include: 5 years utilize Genesys PureEngage 8.5 and/or Genesys PureCloud and/or Five9 Intelligent Cloud Contact Center Mediation, and Requirements Elicitation, CRM tools, Verint, WFM, ServiceNow, PinDrop, testing tools (Cyara or Razor) and desktop application packaging/testing/deployment coordination to support multiple contact centers and technologies; 2 years utilize AGILE (SCRUM, Kanban) for Project Methodologies. 100% WFH. Salary: $125,133/year to $140,000/year. Apply to https://jobs.lincolnfinancial.com & use Req ID #73192