Departmental Analyst 12 - Contact Center Technology

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

POSITION DUTIES-

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.

Position Description - Departmental Analyst 12

APPOINTMENT TYPE/BENEFITS -

This position is Full-Time. Therefore, you would be eligible to participate in the benefits offered by the state.

Education

• Possession of a bachelor's degree in any major.
• Educational level typically acquired through completion of high school and the equivalent of at least two years of full-time active-duty experience at or above the E-6 level in the uniformed services may be substituted for the education requirement.

Experience

• Three years of professionalexperience, including one year of experience equivalent to the experienced (P11) level in state service.

Departmental Analyst 9 - 12

Civil Service Commission Rule 2-7 requires that all newly hired state employees submit to and pass a pre-employment drug test prior to their actual appointment. Due to the nature of work of the Department of State, criminal records will be checked. Any position offer will be conditional until results of the criminal background record checks indicate eligibility for employment.

View the job specification at: http://www.michigan.gov/documents/DepartmentalAnalyst_12505_7.pdf

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