Senior Contact Center Technology Analyst

Responsibilities

• 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.

Qualifications

• Minimum 4 years of Bachelor’s degree in relevant field.
• Strong analytical and problem-solving skills.
• Knowledge of all aspects of testing end user products: Functional, Performance, Security, Usability.
• Organizational/time management skills and multi-tasking abilities.
• Project management skills.
• 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.

About the Role

Built for those who want to make a difference. Delta Dental Ins. is dedicated to safeguarding the health and financial stability of our employees and their loved ones. We offer competitive base and incentive pay, rich medical & pharmacy benefits, 100% employer-paid dental and vision benefits, holistic wellbeing program with deep financial incentives, generous paid time off, and much more. Join us and be part of a culture of growth and learning, where you can develop your career, receive tuition reimbursement, and be recognized for your contributions.

Pay

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. Pay Grade 18. $56,900 - $119,200.

About Us

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes: 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, Culture of growth and learning: career development, tuition reimbursement, recognition program, Family support: adoption assistance, fertility treatment, child, elder & pet care assistance, Social responsibility and volunteer opportunities, Employee discount program.

Equal Opportunity Employer

Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.