Senior Contact Center Technology Analyst

Job Description

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.

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 Qualifications

• 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

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

Fair Chance Ordinances and Criminal Background Considerations

This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.

About The Team

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.

Unfortunately, our Delta Dental Enterprise 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.