Senior Contact Center Technology Analyst
This position is responsible for providing second-level support for issues impacting contact center technology, coordinating resolution and communicating the business impact. Responsibilities include designing functional enhancements, coordinating team partners to implement solutions, designing and building reports, and conducting system tests and upgrades. Additionally, may be responsible for planning and distributing work assignments, and assisting in the orientation, training and development of team members.
Knowledge, Skills, Abilities
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 18. $56,900 - $119,200
- Designs functional enhancements, such as call routing adjustments and application improvements, and manages vendor partners, such as Telecom, Enghouse, Genesys, Qfiniti and other related call center technology.
- Provides orientations for new team members, assists with the training and development for all team members, and plans work assignments.
- Provides second-level support for issues impacting the department, coordinates resolution and communicates business impact to management staff.
- Generates contractual requirement reports to support ongoing business needs and fulfill ad hoc requests.
- Performs system testing for enhancements and regression testing for patches/upgrades. Develops and maintains departmental processes/procedures and plans.
- Recommends solutions that enable the organization to run daily operations more efficiently.
- Participates in user requirement sessions to identify opportunities for process improvement and technical solutions.
- Handles and implements third-party integrations and trouble-shoots any issues with vendors/partners and applications as they arise.
- Develops and maintains documentation related to system functions and use.
- Provides ongoing production support, including responding to user issues, collaborating with the Telecom team to analyze and resolve reported system issues, and communicating the resolution of issues to departments.
- 4+ w/Bachelor’s degree
Knowledge, Skills, Abilities
- Strong analytical and problem-solving skills.
- Knowledge of all aspects of testing end user products: Functional, Performance, Security, Usability
- Strong organizational/time management skills and multi-tasking abilities.
- Strong project management skills
- Ability to maintain confidentiality.
- Basic knowledge of dental terminology.
- Knowledge of both process and data-driven structured analysis techniques.
- Ability to create user stories and to-be process flow diagrams.
- Knowledge of Enterprise products, policies, procedures and guidelines.
- Knowledge of Contact Center policies and procedures, testing and quality assurance principles/practices.
- Excellent customer service skills.
- Knowledge of business analysis procedures and requirements definitions.
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 18. $56,900 - $119,200