Contact Center Quality Analyst jobs in Muskegon, MI

Overview

This role is critical for accelerating end-end life insurance processing and the company’s industry leading position by bringing incremental sales and servicing related software changes to market.  The ideal candidate is a veteran, industry-proven, hands-on software engineer specializing in contact center development and overall system support.

Responsibilities

Strategic:

·   Individual contributor collaborating with and leading a team of 5-7 engineers performing rapid agile contact center software development to advance digital sales and servicing capabilities for the company including the following:

·   Automatic contact distribution (ACD) advancement for multi-channel routing of calls in addition to email, chat and workflow tasks for effective end-end workforce management and staffing across the entire sales and servicing operation.

·   Automatic contact distribution (ACD) and predictive dialer advancement for call blending (inbound and outbound distribution).

·    Telemarketing predictive dialer advancement for intelligent lead nurturing and insurance case management campaign scripting with real-time scrubbing and loading of lead records from consumer facing systems (i.e. agent sales portal, public website, internal policy servicing systems).

·   Integrated voice response (IVR) for speech recognition and introduction of natural language processing (NLP) for intelligent automation.

·  Computer telephony integration (CTI) screen-pop for delivering consumer and insurance policy detail to the operator desktop at the time of contact delivery.

·  Document management and workflow.

·  Desktop application for internal agent life insurance policy administration.

·   Public-facing consumer web self-service portal.

·  Owns execution of the plan and roadmap modernization and transformation of legacy applications supporting 300 internal contact center servicing agents and web self-servicing for ~2.5 million unique policy holders.

·   The individual in this role grows the ADSD agile mindset and perpetuates the ADSD "can-do" spirit with all employees and contractors.

·    Proactively aligns the organizational design with the changing technical landscape while participating in the recruiting and hiring like-minded new engineers.

Strategic Execution:

·   Leads team members when possible and individually manages product and sprint backlogs as needed to deliver ongoing legacy policy administration changes.

·  Ultimately accountable for sustaining individual delivery velocity while aiding peers to do the same by effectively adapting people, process and technology to maximize value for the company within departmental and project budgets.

·   Responsible for participating in hiring and plans for disseminating work to all direct and indirect reports to meet all new software change related work demand. 

Tactical Execution:

·    Steers teams using all people, process and technology advantages across the company.

·    Ensures teams and individually adheres to all designs, policies, procedures and standards for data security and regulatory compliance.

Qualifications

Selection Criteria:

·   Typically requires at least 7 years of agile contact center software engineering change management experience with at least 7 years in a leadership setting with executive level reporting experience

·  Typically requires 7 years of large-scale contact center system engineering experience.

·  Typically requires 5 years leading contact center software engineers utilizing agile delivery frameworks including Scrum, LeSS, Lean, XP, Kanban, FDD, BDD, API and UI test automation for quality control and supporting tools (Cucumber, JIRA). 

·  Must have the ability to simplify large-scale contact center system change related needs to minimize total cost of ownership (ensuing overhead).

·   Must have an agile mindset and insatiable passion for contact center innovation, agile delivery methods and continuous integration.

·   Must be an autonomous team player able to lead effectively while solidifying working relationships at all levels of the organization.

Work :

·   This position works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings. 

·    Position requires substantial movement of wrist, hands and fingers for continuous computer work.

Educational Requirements:

·    M.S. Computer Science

Computer Skills and Knowledge of Hardware & Software Required:

·   Expert in End-End Contact Center Platforms & Technologies: Genesys, Nice, Five 9, blending, speech, etc.

·   Expert in JavaScript or TypeScript (Angular), AJAX, HTML, CSS, Java, Spring and / or .NET, C# / C

·    Proficient in Document Management & Workflow Systems: OnBase or equivalent system

·    Docker, GIT, Maven, Jenkins, JIRA

·     Cloud exposure (Azure preferred)

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

·         N/A

Position Demands:

·  Quarterly on-site travel to work in offices located in White Plains, NY (Gerber Life HQ), Fremont MI (Gerber Life Operations) and / or Cincinnati, OH (Western and Southern Financial Group HQ).

·   Extended hours required during peak workloads or special projects and off-hour support.

·   On-call and off-hours support will be required periodically to support business needs.