Senior Contact Center Technology Analyst

About the role

This position is responsible for providing second-level support for issues impacting contact center technology, coordinating resolution, and communicating the business impact. The role involves designing functional enhancements, coordinating team partners to implement solutions, building reports, and conducting system tests and upgrades. Additionally, the role may include planning and distributing work assignments and assisting in the orientation, training, and development of team members.

Responsibilities

• Designs functional enhancements, such as call routing adjustments and application improvements, and manages vendor partners, including Telecom, Enghouse, Genesys, Qfiniti, and other related call center technology.
• Provides orientations for new team members, assists with 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 troubleshoots 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 resolutions to departments.

Requirements

Minimum Qualifications: 4+ years of experience with a Bachelor’s degree.

Skills

• 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.

Pay

Base pay range: $56,900 - $119,200. The national base pay range 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, 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.

Benefits

• Competitive base and incentive pay.
• 401(k) with robust matching and non-matching contributions.
• Rich medical & pharmacy benefits.
• 100% employer-paid dental and vision benefits.
• Holistic wellbeing program with deep financial incentives.
• Generous paid time off plus 12 paid holidays and your birthday off.
• Career development, tuition reimbursement, and recognition program.
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance.
• Social responsibility and volunteer opportunities.
• Employee discount program.

This position requires a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, or local laws.

Delta Dental is unable to hire individuals residing in Alaska, Hawaii, Maine, Nebraska, New Hampshire, North Dakota, Oklahoma, Vermont, West Virginia, Wyoming, Washington DC, Puerto Rico, or other US Territories or outside of the United States at this time.