Sr. Consultant, Platform Owner

Alternate Locations: Work from Home (Excluding Colorado); Greensboro, NC (North Carolina); Philadelphia, PA (Pennsylvania)

Work Arrangement:Work from Home

Relocation assistanceis not available for this opportunity.

Level:P4

Requisition #:66792

The Role at a glance:

We are looking to bring on a Platform Owner for our Call Center Technologies team. This a work from home position.

Background Details:
In this platform owner role, you will have the opportunity to provide subject matter expertise and direction as a key stakeholder on complex projects/initiatives to deliver Call Center Technology solutions and stability that achieve business objectives and improve customer satisfaction across business units. You will translate and convey the overall business vision into technical requirements and tactics for several products across multiple business units with a broad focus on different technologies leveraged by the enterprise contact centers. You will define and prioritize the product backlog and set quality standards for delivery while ensuring that complex technology solutions meet performance, quality, and availability objectives. You will be responsible for leading the execution of both tactical and strategic goals while working with various skill sets both inside the Contact Center technology team and across multiple lines of business.

What you'll be doing:

  • Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with senior management to incorporate new trends and developments in current and future solutions for the Contact Center.
  • Directs work to ensure system stability and avoidance of tech debt while ensuring the latest trends and capabilities are made available to both business and IT partners.
  • Responsible for prioritizing competing initiatives through JIRA and other project management tools to ensure delivery of initiatives.
  • Strong understanding of various Contact Center integration points for CRM tools and ID/Authentication of customers. Including Salesforce, csA, Agent Desktop, CSW, channel to platform integration and various backend platforms.
  • Comprehension of Contact Center best practices to identify solutions and provide guidance to implementation while partnering with business units and IT partners.
  • Manage enterprise-wide Contact Center solutions for customers from many verticals.
  • Support and Maintenance for Contact Center solutions.
  • Planning and execution of complex Call Center technology project lifecycle implementations.
  • Leading cross-functional, high performance, virtual teams.
  • Provides a complex understanding of the business and the vision of multiple products to contribute to the platform roadmap development.


What we're looking for:

​​​​​​Must-haves:
  • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
  • 5 - 7+ Years of experience in Business Analysis, Project Management, or a product-related role within a development team that directly aligns with the specific responsibilities for this position.
  • Strong understanding of various contact center technologies such as Genesys, Verint, WFM, Telecom integrations (Avaya & Cisco Jabber), IWS, WDE, MFA and PinDrop Google DialogFlowand emerging Contact as a Service Cloud technologies, CRM Technologies


What's it like to workhere

At Lincoln Financial Group, we love what we do. We make meaningful contributionseach and everyday 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 forYOU:
  • A clearly defined career framework to help you successfully manage your career
  • Leadership development and virtual training opportunities
  • PTO
  • Ten Weeks Parental leave
  • Competitive 401K and employee benefits
  • Free financial counseling,health coachingand employeeassistanceprogram
  • Tuition assistance program
  • A leadership team that prioritizes your health andwell-being;offering a remote work environment
  • Effective productivity/technology tools and training


About the Company/Who is Lincoln Financial

Led by over 10,000employees Lincoln Financial Group provides advice and solutions that help empower people to take charge of their financial lives with confidence and optimism. Today, more than 17 million customers trust our retirement, insurance and wealth protection expertise to help address their lifestyle, savings and income goals, as well as to guard against long-term care expenses. Lincoln is committed to creating adiverse and inclusiveenvironment 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.

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 birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview.Please contact Lincoln's fraud team atfraudhotline@lfg.com if you encounter a recruiter or see a job opportunity that seems suspicious.

Work Arrangement:

Work from Home:Employees will work fully from home. Their job will not require the employee to come into the office, unless for special circumstances.

This position may be subject to Lincoln's Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln's current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

Lincoln Financial Group ("LFG") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

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