AI-Driven Contact Center Analyst (Hybrid)
Lincoln Financial Group
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Benefits offered by this job
Job summary
Lincoln Financial Group in Greensboro, NC is seeking a strategic AI-focused program lead to advance our contact center capabilities. You will partner with business and technology teams to identify automation opportunities and build compelling business cases.
The role involves leading AI initiatives across documentation, analysis, reporting, and platform integration, with a hybrid work model.
Qualifications
- Broad understanding of contact center operations.
- Knowledge of contact center best practices and AI trends.
- Ability to document processes for automation.
- Hands-on experience with AI tools and agents.
- Strong communication with business leaders and technical teams.
- 5+ years of relevant experience.
Responsibilities
- Lead our AI focus: track best practices and trends, assess capabilities, and recommend where to adopt them.
- Find ways to use AI in the team's day-to-day work to free capacity for business deliverables.
- Document current processes and break them into explicit tasks for automation.
- Work with the business to identify use cases and build the case for savings and customer experience improvements.
- Provide analysis and support across platforms, integration and development, and architecture teams.
- Lead resource capacity planning, work intake and chief-of-staff activities.
Skills
Education
Job description
Lincoln Financial Group in Greensboro, NC is seeking a strategic AI-focused program lead to advance our contact center capabilities. You will partner with business and technology teams to identify automation opportunities and build compelling business cases.
The role involves leading AI initiatives across documentation, analysis, reporting, and platform integration, with a hybrid work model.
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