Contact Center Analyst

Locations: Greensboro, NC; Charlotte, NC; Fort Wayne, IN; Radnor, PA. Work arrangement: hybrid (3 days/week in a Lincoln office). Relocation assistance not available. Requisition #76827. Applications accepted through January 1, 2027.

About the role

Our contact center technology organization supports platforms for routing, workforce management, quality, fraud/authentication, CRM and digital channels (including Five9, Verint, Pindrop, AWS, click-to-chat and Sierra). The team has two directors — one for platforms and one for integration and application development — plus a federated architect who also serves as a lead developer. AI capabilities are advancing quickly, and we need a dedicated person to find, evaluate and shape opportunities so the team can spend more time on business deliverables.

At Lincoln Financial, we love what we do. We make meaningful contributions each 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.

Responsibilities

• Lead our AI focus: track best practices and trends, assess capabilities, and recommend where to adopt them.
• Find ways to use AI in the team's day-to-day work (documentation, analysis, reporting, routine requests) to free capacity for business deliverables.
• Document current processes, break them into explicit tasks, and determine where AI agents can appropriately remove manual work.
• Work directly with the business to identify use cases and build the case for savings and a better customer experience.
• Provide analysis and support across the platforms, integration and development, and architecture teams.
• Lead resource capacity planning, work intake and chief-of-staff activities.

Requirements

• Broad understanding of contact center operations and technology.
• Working knowledge of contact center best practices and current trends, especially conversational and agentic AI.
• Ability to document processes and decompose them into discrete tasks suitable for automation.
• Hands-on experience using AI tools and agents, with sound judgment on where AI is and is not appropriate.
• Strong communication skills with both business leaders and technical teams.
• Experience building business cases and quantifying savings or customer experience impact.
• 5+ years of experience directly aligning with the specific responsibilities for this position.
• Bachelor's degree or equivalent work experience in Computer Science, Information Technology, Engineering, Business, or a related field.

Qualifications

• Experience with contact center, fraud/authentication, quality and analytics, cloud, or AI platforms, and the ability to learn new tools quickly.
• Experience in capacity planning or workforce management.
• Prior chief-of-staff, business analyst, or program management experience.

Benefits

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
• 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
• Work arrangements that work for you
• Effective productivity/technology tools and training

Pay

The pay range for this position is $106,875 – $171,000. Anticipated pay for new hires falls between the minimum and midpoint of the range and could vary above or below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is one component of Lincoln's total rewards package; the role may also be eligible for the Annual Incentive Program (discretionary, based on company, business unit and individual performance), long-term incentives, sales incentives and Lincoln's standard benefits package.

Schedule

Hybrid: employee works 3 days per week in a Lincoln office.