Departmental Analyst 12 - Contact Center Technology
About The Position
This position serves as the department’s recognized resource for the Department of State contact center platforms and related support systems. As the Subject Matter Expert (SME) for the NiCE CXone platform and the Interactive Voice Response (IVR) system, the incumbent provides expert guidance, oversight, and analytical support to ensure effective customer service operations. Working collaboratively with the Core Technology Division (CTD), MDOS Contact Centers, and DTMB/MiECC, the incumbent is responsible for planning, developing, implementing, optimizing, and monitoring the contact center technology ecosystem. This includes managing platform configurations, enhancing IVR functionality, supporting communication channels, and driving improvements that elevate both internal and external customer service experiences. The position ensures these systems align with departmental objectives, industry best practices, and evolving operational needs.
Requirements
- Possession of a bachelor's degree in any major.
- Three years of professional experience, including one year of experience equivalent to the experienced (P11) level in state service.
- Must apply through the NEOGOV system.
- Must submit to and pass a pre-employment drug test.
- Criminal records will be checked; any position offer will be conditional until results indicate eligibility for employment.
- Must attach a resume and cover letter to the application.
- If qualifying based on education, must attach a copy of official transcripts.
- For foreign degrees, academic credentials must be evaluated or converted into U.S. educational equivalents unless recognized by CHEA.
Nice To Haves
- Experience equivalent to the experienced (P11) level in state service.
Responsibilities
- Serve as the department’s recognized resource for contact center platforms and related support systems.
- Act as the Subject Matter Expert (SME) for the NiCE CXone platform and the Interactive Voice Response (IVR) system.
- Provide expert guidance, oversight, and analytical support to ensure effective customer service operations.
- Plan, develop, implement, optimize, and monitor the contact center technology ecosystem in collaboration with relevant divisions and agencies.
- Manage platform configurations.
- Enhance IVR functionality.
- Support communication channels.
- Drive improvements to elevate customer service experiences.
- Ensure systems align with departmental objectives, industry best practices, and evolving operational needs.
Benefits
- Eligible to participate in the benefits offered by the state.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
