Contact Center Analyst

Lincoln Financial

The Role at a Glance

Our contact center technology organization supports platforms for routing, workforce management, quality, fraud/authentication, CRM and digital channels (including Five9, Verint, Pindrop, AWS, click-to-chat and Sierra). The team has two directors, one for platforms and one for integration and application development, plus a federated architect who also serves as a lead developer. AI capabilities are advancing quickly, and we need a dedicated person to find, evaluate and shape opportunities so the team can spend more time on business deliverables.

What you'll be doing

• 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 (documentation, analysis, reporting, routine requests) to free capacity for business deliverables.
• Document current processes, break them into explicit tasks, and determine where AI agents can appropriately remove manual work.
• Work directly with the business to identify use cases and build the case for savings and a better customer experience.
• Provide analysis and support across the platforms, integration and development, and architecture teams.
• Lead resource capacity planning, work in-take and chief-of-staff activities.

What we’re looking for

Must-haves:

• Broad understanding of contact center operations and technology.
• Working knowledge of contact center best practices and current trends, especially conversational and agentic AI.
• Ability to document processes and decompose them into discrete tasks suitable for automation.
• Hands-on experience using AI tools and agents, with sound judgment on where AI is and is not appropriate.
• Strong communication skills with both business leaders and technical teams.
• Experience building business cases and quantifying savings or customer experience impact.
• 5+ Years of experience that directly aligns with the specific responsibilities for this position.
• 4 Year/Bachelor's degree or equivalent work experience in Computer Science, Information Technology, Engineering, Business, or a related field.

Nice-to-haves:

• Experience with contact center, fraud/authentication, quality and analytics, cloud, or AI platforms, and the ability to learn new tools quickly.
• Experience in capacity planning or workforce management.
• Prior chief-of-staff, business analyst, or program management experience.

Application Deadline

Applications for this position will be accepted through January 1, 2027, subject to earlier closure due to applicant volume.

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

What’s in it for you:

Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes

Leadership development and virtual training opportunities

PTO/parental leave

Competitive 401K and employee benefits

Free financial counseling, health coaching and employee assistance program

Tuition assistance program

Work arrangements that work for you

Effective productivity/technology tools and training

The pay range for this position is $106,875 - $171,000 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of b