(Remote) Contact Center Tech Analyst

eFinancial; Des Plaines (IL); Remote; USD 64,000 - 82,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

401(k) Plan

Paid Time Off

Job summary

Fidelity Life, with its eFinancial channel, seeks a skilled Architect to design and maintain contact center flows using Genesys Cloud. You will route calls, optimize queues, and connect systems via data actions and APIs.

This role requires 2–5+ years in a contact center, SQL basics, and CRM integrations (Salesforce preferred). A Bachelor's in IS/CS is expected, with strong analytical abilities and a focus on scalable solutions.

Qualifications

• Bachelor's degree in Information Systems, Computer Science, or related field.
• 2–5+ years experience in a contact center, preferably Genesys Cloud.
• Experience with APIs and data actions; CRM integrations (Salesforce preferred).
• Strong analytical and problem-solving skills.

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.

Skills

Genesys Cloud

APIs & data actions

CRM integrations

SQL basics

Phone-based sales experience

Education

Bachelor's degree in Information Systems or Computer Science

Job description

Who we are:

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.

Key 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

Qualifications:

• 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).

Skills:

• 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 troubleshootingExperience 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

Licenses + Certifications:

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

Essential Functions:

• Call flows are optimized and stable
• Routing logic supports sales and retention performance
• Manual processes are automated where possible
• Integrations between Genesys and other systems run smoothly
• System adjustments directly support business growth

Compensation & Benefits:

We believe in taking care of our employees and their families. We offer a comprehensive benefits package designed to support your health, well-being, and financial future. Here’s a look at what we provide:

• 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.

EEOC/Other:

eFinancial/Fidelity Life Association is an equal opportunity employer and supports a diverse workplace. As an eFinancial/Fidelity Life employee, you will be eligible for Medical and Dental Insurance, Health Savings Accounts, Flexible Spending Accounts (Health, Dependent Care & Transit), Vision Care, 401(K), Short-term and Long-term Disability, Life and AD&D coverages.

Remote work is not available in the following States:

California, Colorado, Connecticut, and New York.

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