Lincoln Financial
Five9, Verint, & Pindrop Configuration Analyst
Lincoln Financial, Greensboro, North Carolina, us, 27497
Join to apply for the
Five9, Verint, & Pindrop Configuration Analyst
role at
Lincoln Financial .
Alternate Locations: Charlotte, NC; Fort Wayne, IN; Greensboro, NC; Radnor, PA.
Work Arrangement: Hybrid – Employee will work 3 days a week in a Lincoln office.
Relocation assistance: Not available.
Requisition #: 75370.
The Role at a Glance The Five9, Verint, and Pindrop Configuration Analyst will serve as a resource and central point-of-contact to support the configuration and deployment of system capabilities that enhance call routing and conversational design (for voice and chat channels) to provide a high quality and recommendable internal and external customer experience.
What You'll Be Doing
Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
Champions and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
Serves as a resource to team members and applicable internal/external stakeholders on more complex assignments/projects for their assigned area(s) of responsibility.
Identifies and recommends process improvements that significantly reduce workloads or improve quality for their assigned area(s) of responsibility.
Consults/Analyze on more complex assignments and/or projects for their assigned area(s) of responsibility.
Analyzes more complex business needs and configures system capabilities to distribute and execute work (calls and chats) effectively given evolving needs of clients/customers, business models, and adjustments to business roles.
Optimizes configurable data and business rules to fully utilize functionality and flexibility of systems.
Acts as a focal point-of-contact to provide accurate information regarding system capabilities.
Collaborates effectively with internal stakeholders to understand requirements and expectations to achieve quality technical solutions.
Provides input to project plans including defining more complex support tasks, task dependencies and estimates for completing work.
Develops and configures more complex interaction routing and conversational design per low-level design and technical design documentation to meet defined requirements.
Ensures quality of configured components by performing thorough testing.
Troubleshoots, production and off hours on-call support of a more complex nature and develops or coordinates solutions for the application suite supporting the business partners within their assigned area of responsibility.
Complies with and helps to enforce configuration standards, policies, and procedures.
Ensures documentation for more complex configuration, interaction routing and conversational design is well maintained.
What We’re Looking For Must-haves
4 Year/Bachelor's degree (or equivalent)
1–3+ years experience with Telephony administration, Contact Center technologies (such as CRM tools, Workforce Management, Performance indicators and ways to proactively enhance the customer experience).
3–5+ years experience in application configuration or development directly aligned to the specific responsibilities for this position.
Experience with Verint (Five9 and Pindrop experience a plus)
Proficiency with Microsoft Excel
Proven analytical skills, excellent verbal and written communication skills, and strong reporting capabilities.
Nice-to-haves
Substantial technical skills, ability to complete configuration changes accurately with an understanding of downstream impacts.
Strong desire to expand Contact Center Technology knowledge and broaden skillset into Five9 configuration or low code studio for call routing.
Ability to clearly articulate progress on tasks and explain Verint functionalities.
Customer service skills, providing proactive updates when possible, seeing requests through to completion.
Application Deadline Applications will be accepted through January 5, 2026, subject to earlier closure due to applicant volume.
What’s it like to work here? 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.
What’s in it for you
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 401(k) 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
About The Company Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.
With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.
Lincoln Financial is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Cellular Fraud Protection Notice Lincoln will not ask applicants to provide social security numbers, date of birth, bank account information or other sensitive information in job applications. Lincoln will never ask for payment during the hiring process or extend an offer without a phone, live video or in-person interview. Please contact Lincoln's fraud team at fraudhotline@lfg.com if you encounter a suspicious recruiter or job opportunity.
Political Contribution Policy This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines that political contributions made could have an adverse impact on Lincoln’s current or future business interests, or for failure to fully disclose applicable political contributions and/or fundraising activities.
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Five9, Verint, & Pindrop Configuration Analyst
role at
Lincoln Financial .
Alternate Locations: Charlotte, NC; Fort Wayne, IN; Greensboro, NC; Radnor, PA.
Work Arrangement: Hybrid – Employee will work 3 days a week in a Lincoln office.
Relocation assistance: Not available.
Requisition #: 75370.
The Role at a Glance The Five9, Verint, and Pindrop Configuration Analyst will serve as a resource and central point-of-contact to support the configuration and deployment of system capabilities that enhance call routing and conversational design (for voice and chat channels) to provide a high quality and recommendable internal and external customer experience.
What You'll Be Doing
Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
Champions and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
Serves as a resource to team members and applicable internal/external stakeholders on more complex assignments/projects for their assigned area(s) of responsibility.
Identifies and recommends process improvements that significantly reduce workloads or improve quality for their assigned area(s) of responsibility.
Consults/Analyze on more complex assignments and/or projects for their assigned area(s) of responsibility.
Analyzes more complex business needs and configures system capabilities to distribute and execute work (calls and chats) effectively given evolving needs of clients/customers, business models, and adjustments to business roles.
Optimizes configurable data and business rules to fully utilize functionality and flexibility of systems.
Acts as a focal point-of-contact to provide accurate information regarding system capabilities.
Collaborates effectively with internal stakeholders to understand requirements and expectations to achieve quality technical solutions.
Provides input to project plans including defining more complex support tasks, task dependencies and estimates for completing work.
Develops and configures more complex interaction routing and conversational design per low-level design and technical design documentation to meet defined requirements.
Ensures quality of configured components by performing thorough testing.
Troubleshoots, production and off hours on-call support of a more complex nature and develops or coordinates solutions for the application suite supporting the business partners within their assigned area of responsibility.
Complies with and helps to enforce configuration standards, policies, and procedures.
Ensures documentation for more complex configuration, interaction routing and conversational design is well maintained.
What We’re Looking For Must-haves
4 Year/Bachelor's degree (or equivalent)
1–3+ years experience with Telephony administration, Contact Center technologies (such as CRM tools, Workforce Management, Performance indicators and ways to proactively enhance the customer experience).
3–5+ years experience in application configuration or development directly aligned to the specific responsibilities for this position.
Experience with Verint (Five9 and Pindrop experience a plus)
Proficiency with Microsoft Excel
Proven analytical skills, excellent verbal and written communication skills, and strong reporting capabilities.
Nice-to-haves
Substantial technical skills, ability to complete configuration changes accurately with an understanding of downstream impacts.
Strong desire to expand Contact Center Technology knowledge and broaden skillset into Five9 configuration or low code studio for call routing.
Ability to clearly articulate progress on tasks and explain Verint functionalities.
Customer service skills, providing proactive updates when possible, seeing requests through to completion.
Application Deadline Applications will be accepted through January 5, 2026, subject to earlier closure due to applicant volume.
What’s it like to work here? 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.
What’s in it for you
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 401(k) 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
About The Company Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.
With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.
Lincoln Financial is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Cellular Fraud Protection Notice Lincoln will not ask applicants to provide social security numbers, date of birth, bank account information or other sensitive information in job applications. Lincoln will never ask for payment during the hiring process or extend an offer without a phone, live video or in-person interview. Please contact Lincoln's fraud team at fraudhotline@lfg.com if you encounter a suspicious recruiter or job opportunity.
Political Contribution Policy This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines that political contributions made could have an adverse impact on Lincoln’s current or future business interests, or for failure to fully disclose applicable political contributions and/or fundraising activities.
#J-18808-Ljbffr