(Remote) Contact Center Tech Analyst

Fidelity Life•Rosemont, IL

2d•$64,000 - $82,000•Remote

About The Position

Fidelity Life is a leading provider of financial security for middle market consumers. With a history of innovation, the company is redefining the life insurance industry with patented products and processes. Fidelity Life pioneered the use of predictive analytics to streamline the new business process and revolutionize the speed that policies can be issued. Established in 1896, Fidelity Life enjoys a long track-record of success and continues to build its reputation of sound fiscal management and customer-focused innovation. In concert with Fidelity Life, eFinancial is an online and call-center-based insurance agency with a proven direct-to-consumer life insurance model. Using a proprietary and patented sales technology platform, eFinancial’s licensed agents help thousands of consumers each day with their unique life insurance needs – often with just a single phone call. To complement this channel, the company recently expanded to offer an entirely digital purchase experience. Fidelity Life and eFinancial are part of iA Financial Group and are revolutionizing the life insurance industry to make protection more accessible and affordable for everyday Americans. With integrated marketing, product manufacturing, and controlled distribution, the enterprise is uniquely positioned to grow.

Requirements

Genesys Cloud Platform
Experience supporting phone-based sales environments
Basic understanding of SQL or reporting tools
Bachelor’s degree in Information Systems, Computer Science, or a related field (or equivalent experience).
2–5+ years experience working within a contact center (preferably Genesys Cloud)
Strong experience configuring Architect flows and routing logic
Experience working with APIs and data actions
Understanding of JSON and basic API troubleshooting
Experience supporting CRM integrations (Salesforce preferred)
Familiarity with outbound dialer configuration
Strong analytical and problem-solving skills
Ability to manage multiple initiatives in a fast-paced environment

Nice To Haves

Certifications which focus on telephony, automation, technology integration, or customer experience

Responsibilities

Design, configure, and maintain Architect call flows and routing strategies
Optimize skills-based routing and queue performance
Configure and manage outbound dialer campaigns
Build and maintain data actions to connect Genesys Cloud with Salesforce and other systems
Support API-based integrations and troubleshoot connection issues
Implement automation workflows to reduce manual processes
Monitor system performance and identify optimization opportunities
Support QA, reporting, and operational data needs
Maintain documentation of system configurations and workflows
Partner with business stakeholders to translate operational needs into platform solutions

Benefits

Salary Range: $64,000 - $82,000
Medical Insurance: Choose from a variety of plans to fit your healthcare needs.
Dental Insurance: Coverage for preventive, basic, and major dental services.
Employer-Paid Vision: Comprehensive eye care coverage at no cost to you.
Employer-Paid Basic Life and AD&D Insurance: Peace of mind and additional protection.
Employer-Paid Short-Term and Long-Term Disability Insurance: Financial support in case of illness or injury.
401(k) Plan: Save for your future with a company match to help you grow your retirement savings.
PTO and Sick Time accrue each pay period: Take time off when you need it
Annual Bonus Program: Performance-based bonus to reward your hard work.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume