Government Jobs
Digital Contact Solutions Analyst (50552)
Government Jobs, Austin, Texas, United States, 78701
Digital Contact Solutions Analyst
The Employees Retirement System of Texas (ERS) offers competitive benefits to enhance the lives of its members. Each team member across the agency contributes to our ongoing success. The Benefit Counseling department is the front line in supporting our members as they navigate day to day decisions related to their benefits. We strive to provide supportive education and guidance to our members and their families as they move through all stages of life and career. Our Digital Contact Solutions Analyst is responsible for analyzing, maintaining, and optimizing our various contact center solutions and platforms to enhance service delivery for our members. You are a self-managed individual and a collaborative leader that will thrive in a fast paced, high pressure environment. You understand how to analyze business practices and existing technology solutions such that available features may be leveraged to improve efficiencies. You are an integral part of the business team through new digital solution implementations, and as such you are a strong communicator who can adapt your delivery to the needs of your audience. You will be able to display a positive attitude for your customers and peers, even during times of high stress. Successful candidates will: Have a strong sense of self awareness Be adaptable Be highly analytical Be organized Be collaborative Be able to prioritize with a sense of urgency Exercise good judgement and decision making at work Welcome feedback and have a professional approach to implementing it Monthly salary: $6,250.00 Additional benefits: Defined retirement benefit plan Optional 401(k) and 457 accounts Medical insurance Optional benefits such as dental, vision, life insurance, and flexible spending accounts 8 hours sick leave per month 8 hours vacation per month with potential to earn more with longevity Paid holiday time off Additional PTO earning opportunities EAP services This competitive ERS salary and benefits package is valued at more than $8,062/month. In addition to the above compensation and benefits package, the hours of operation in the ERS Benefits Counseling department are currently 8:00 am
5:00 pm Monday through Friday
this means no weekends or shift work (though this role will require some overtime). ERS closes for 9 holidays throughout the year, including Thanksgiving Day and the day after, as well as Christmas Eve through the day after Christmas. The ERS Benefit Counseling department is devoted to providing ongoing career learning and skill development, as well as supporting a positive work-life balance. What you will do: Serve as an administrator for all contact center platforms including but not limited to Interactive Voice Response/Automated Call Distribution platforms, knowledge management system, Automated Quality Management, and workforce management which includes, but is not limited to: Setting up and maintaining access for new users and troubleshooting and resolving platform issues as they arise. Actively engaging with all contact center platforms to ensure all platforms are being utilized efficiently, to their full potential, and maximizing the effectiveness of the technology. Analyzing and implementing all contact center platform options and features on an ongoing basis to ensure all platforms are being utilized efficiently and to their full potential. Research emerging contact center technologies and stays informed on industry trends to ensure alignment with industry best practices and innovative solutions. Make recommendations and support the implementation and launch of any new features, upgrades, or updates, including analyzing and updating existing procedures as applicable. Support Workforce Management Analyst with design and modifications to IVR/ACD functionality. Support Benefits Counseling as liaison between ERS and contact center platform vendors
supporting outage management and other tech support needs of Customer Benefits staff as applicable to all contact center platforms. Identify opportunities to improve business processes through automation and help prepare proposals to develop new systems. Consult on the analysis of an application, troubleshoot system problems, and implements solutions. Assist with strategic planning, testing coordination, communication of project updates to the department, and support of training initiatives for new platform implementations. Required minimum qualifications: Graduation from an accredited four-year college or university preferably with a degree in business management, business administration, project management, data analysis or communications. Two (2) years' experience in business analysis including but not limited to identifying trends/issues, recommending updates or solutions, writing procedures, policy documents, or manuals, and/or training end users - preferably in a contact center or customer service environment Two (2) years' experience analyzing and evaluating technology applications, data, specifications, policies, or issues, and/or developing workable solutions within available technology platforms - preferably with contact center technology platforms (e.g. NICE, Avaya) One (1) year experience with Microsoft Excel or other data analysis tools
preferably intermediate skill level (e.g. pivot tables, moderately complex MS Excel formulas, SQL or Tableau) One (1) year qualifying experience with Windows based computer software, including Microsoft Office and Internet browsers. Preferred qualifications: Three (3) years' experience in business analysis including but not limited to identifying trends/issues, recommending updates or solutions, writing procedures, policy documents, or manuals, and/or training end users - preferably in a contact center or customer service environment Three (3) years' experience analyzing and evaluating technology applications, data, specifications, policies, or issues, and/or developing workable solutions within available technology platforms - preferably with contact center technology platforms (e.g. NICE, Avaya) Experience in project management Experience with NICE inContact platforms All applications should contain complete job history entries, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information. This position is hybrid with some days being worked at home and some at the ERS office. Some overtime is required. ERS will provide a laptop. Applicants wishing to work from home periodically are responsible for providing their own high speed internet connection (100 mbps recommended), a private workspace within their home, and preferred office furniture/setup. This position may require access to privileged, confidential, or sensitive data. ERS will conduct either a TXDPS or FBI criminal history check on all new hires. For more information about this policy inquiries can be made to employment@ers.texas.gov. Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty (https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationandCommunication.pdf) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Human Resources at employment@ers.texas.gov with questions or for additional information. Ready to join the dedicated, customer-focused team at ERS? Submit the following to the ERS Human Resources Office: A State of Texas Application for Employment submitted online through CAPPS Recruit. Use the link below to create a CAPPS Recruit account and build your profile on the "My JobPage" tab in the upper left corner of the screen. Once your profile is complete, click on the "Job Search" tab in the upper left corner of the screen to view available career opportunities and submit your application. If you apply for an ERS position via Work in Texas, you will also need to complete a supplemental questions form. For more details, refer to the instructions in the email you receive from CAPPS Recruit. Please contact a Human Resources representative if you need assistance or require accommodation during the application process. Email: employment@ers.texas.gov Web: www.ers.texas.gov Relay Texas TDD: (800) 735-2989
The Employees Retirement System of Texas (ERS) offers competitive benefits to enhance the lives of its members. Each team member across the agency contributes to our ongoing success. The Benefit Counseling department is the front line in supporting our members as they navigate day to day decisions related to their benefits. We strive to provide supportive education and guidance to our members and their families as they move through all stages of life and career. Our Digital Contact Solutions Analyst is responsible for analyzing, maintaining, and optimizing our various contact center solutions and platforms to enhance service delivery for our members. You are a self-managed individual and a collaborative leader that will thrive in a fast paced, high pressure environment. You understand how to analyze business practices and existing technology solutions such that available features may be leveraged to improve efficiencies. You are an integral part of the business team through new digital solution implementations, and as such you are a strong communicator who can adapt your delivery to the needs of your audience. You will be able to display a positive attitude for your customers and peers, even during times of high stress. Successful candidates will: Have a strong sense of self awareness Be adaptable Be highly analytical Be organized Be collaborative Be able to prioritize with a sense of urgency Exercise good judgement and decision making at work Welcome feedback and have a professional approach to implementing it Monthly salary: $6,250.00 Additional benefits: Defined retirement benefit plan Optional 401(k) and 457 accounts Medical insurance Optional benefits such as dental, vision, life insurance, and flexible spending accounts 8 hours sick leave per month 8 hours vacation per month with potential to earn more with longevity Paid holiday time off Additional PTO earning opportunities EAP services This competitive ERS salary and benefits package is valued at more than $8,062/month. In addition to the above compensation and benefits package, the hours of operation in the ERS Benefits Counseling department are currently 8:00 am
5:00 pm Monday through Friday
this means no weekends or shift work (though this role will require some overtime). ERS closes for 9 holidays throughout the year, including Thanksgiving Day and the day after, as well as Christmas Eve through the day after Christmas. The ERS Benefit Counseling department is devoted to providing ongoing career learning and skill development, as well as supporting a positive work-life balance. What you will do: Serve as an administrator for all contact center platforms including but not limited to Interactive Voice Response/Automated Call Distribution platforms, knowledge management system, Automated Quality Management, and workforce management which includes, but is not limited to: Setting up and maintaining access for new users and troubleshooting and resolving platform issues as they arise. Actively engaging with all contact center platforms to ensure all platforms are being utilized efficiently, to their full potential, and maximizing the effectiveness of the technology. Analyzing and implementing all contact center platform options and features on an ongoing basis to ensure all platforms are being utilized efficiently and to their full potential. Research emerging contact center technologies and stays informed on industry trends to ensure alignment with industry best practices and innovative solutions. Make recommendations and support the implementation and launch of any new features, upgrades, or updates, including analyzing and updating existing procedures as applicable. Support Workforce Management Analyst with design and modifications to IVR/ACD functionality. Support Benefits Counseling as liaison between ERS and contact center platform vendors
supporting outage management and other tech support needs of Customer Benefits staff as applicable to all contact center platforms. Identify opportunities to improve business processes through automation and help prepare proposals to develop new systems. Consult on the analysis of an application, troubleshoot system problems, and implements solutions. Assist with strategic planning, testing coordination, communication of project updates to the department, and support of training initiatives for new platform implementations. Required minimum qualifications: Graduation from an accredited four-year college or university preferably with a degree in business management, business administration, project management, data analysis or communications. Two (2) years' experience in business analysis including but not limited to identifying trends/issues, recommending updates or solutions, writing procedures, policy documents, or manuals, and/or training end users - preferably in a contact center or customer service environment Two (2) years' experience analyzing and evaluating technology applications, data, specifications, policies, or issues, and/or developing workable solutions within available technology platforms - preferably with contact center technology platforms (e.g. NICE, Avaya) One (1) year experience with Microsoft Excel or other data analysis tools
preferably intermediate skill level (e.g. pivot tables, moderately complex MS Excel formulas, SQL or Tableau) One (1) year qualifying experience with Windows based computer software, including Microsoft Office and Internet browsers. Preferred qualifications: Three (3) years' experience in business analysis including but not limited to identifying trends/issues, recommending updates or solutions, writing procedures, policy documents, or manuals, and/or training end users - preferably in a contact center or customer service environment Three (3) years' experience analyzing and evaluating technology applications, data, specifications, policies, or issues, and/or developing workable solutions within available technology platforms - preferably with contact center technology platforms (e.g. NICE, Avaya) Experience in project management Experience with NICE inContact platforms All applications should contain complete job history entries, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information. This position is hybrid with some days being worked at home and some at the ERS office. Some overtime is required. ERS will provide a laptop. Applicants wishing to work from home periodically are responsible for providing their own high speed internet connection (100 mbps recommended), a private workspace within their home, and preferred office furniture/setup. This position may require access to privileged, confidential, or sensitive data. ERS will conduct either a TXDPS or FBI criminal history check on all new hires. For more information about this policy inquiries can be made to employment@ers.texas.gov. Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty (https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationandCommunication.pdf) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Human Resources at employment@ers.texas.gov with questions or for additional information. Ready to join the dedicated, customer-focused team at ERS? Submit the following to the ERS Human Resources Office: A State of Texas Application for Employment submitted online through CAPPS Recruit. Use the link below to create a CAPPS Recruit account and build your profile on the "My JobPage" tab in the upper left corner of the screen. Once your profile is complete, click on the "Job Search" tab in the upper left corner of the screen to view available career opportunities and submit your application. If you apply for an ERS position via Work in Texas, you will also need to complete a supplemental questions form. For more details, refer to the instructions in the email you receive from CAPPS Recruit. Please contact a Human Resources representative if you need assistance or require accommodation during the application process. Email: employment@ers.texas.gov Web: www.ers.texas.gov Relay Texas TDD: (800) 735-2989