Contact Center Tech SME & IVR Analytics Lead

State of Michigan; Lansing (MI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

State employee benefits

Job summary

State of Michigan is seeking a Departmental Analyst who will act as the SME for the NiCE CXone platform and IVR system, guiding configurations and enhancements across the contact center landscape.

The role requires planning, development, and monitoring of the contact center technology ecosystem in partnership with CTD, MDOS Contact Centers, and DTMB/MiECC to ensure alignment with departmental goals and industry best practices.

Qualifications

• Bachelor's degree in any major.
• Education may be substituted by high school plus the equivalent of at least two years of active-duty service at or above E-6 in the uniformed services.

Responsibilities

• Serve as SME for the NiCE CXone platform and IVR system, providing guidance, oversight, and analytical support for customer service operations.
• Plan, develop, implement, optimize, and monitor the contact center technology ecosystem, including platform configurations and IVR enhancements.
• Collaborate with Core Technology Division, MDOS Contact Centers, and DTMB/MiECC to ensure alignment with departmental objectives and industry best practices.

Education

Bachelor's degree in any major

Job description

State of Michigan is seeking a Departmental Analyst who will act as the SME for the NiCE CXone platform and IVR system, guiding configurations and enhancements across the contact center landscape.

The role requires planning, development, and monitoring of the contact center technology ecosystem in partnership with CTD, MDOS Contact Centers, and DTMB/MiECC to ensure alignment with departmental goals and industry best practices.