Departmental Analyst 12 - Contact Center Technology

Job Title

This position serves as the department's recognized resource for the Department of State contact center platforms and related support systems.

Job Description

Position duties include serving as the Subject Matter Expert (SME) for the NiCE CXone platform and the Interactive Voice Response (IVR) system, providing expert guidance, oversight, and analytical support to ensure effective customer service operations. The incumbent is responsible for planning, developing, implementing, optimizing, and monitoring the contact center technology ecosystem, managing platform configurations, enhancing IVR functionality, supporting communication channels, and driving improvements that elevate both internal and external customer service experiences.

Required Education and Experience

Possession of a bachelor's degree in any major. Three years of professional experience, including one year of experience equivalent to the experienced (P11) level in state service.

Alternate Education and Experience

Departmental Analyst 9 - 12 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.

Additional Requirements and Information

You must apply for this vacancy through the NEOGOV system. 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. Please attach a resume and cover letter to your application. Failure to do so may result in your application being screened out of this hiring process. If you qualify for this position based on the education requirement you must attach a copy of your official transcripts. Applicants who possess a degree from a foreign college or university must have their academic credentials evaluated or converted into U.S. educational equivalents unless the degree has been recognized by the Council on Higher Education Accreditation (CHEA).

Accommodations

If you require a reasonable accommodation to participate in the application or selection processes, please contact the ADA coordinator for the agency that posted this position vacancy.

Benefits

The State of Michigan offers health, mental health, dental, and vision insurance to eligible career employees, their spouses, and their children. The state also covers a life-insurance benefit of two times employees' annual salary (up to $200,000). The state also offers long-term-disability insurance that can provide continuing benefits if an injury or illness prevents employees from working. The State of Michigan offers 401(k) and 457 plans for new hires to save for retirement. The state will automatically contribute an amount equal to 4% of your pay to a 401(k) account. The state will also match up to 5% of your pay if you contribute to your 401(k) account. Your contributions vest immediately, and the state's contributions fully vest after just 4 years. Eligible full-time employees receive between 15 and 35 personal days and 13 sick days per year that may be rolled over to the following year if not used. Eligible employees also receive an additional day each year for community service or school functions. Eligible employees can take 12 weeks of paid leave immediately after a birth or adoption to allow needed time together at home with a new child. Eligible employees receive 13 or 14 paid holidays each year including New Year's Eve and Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Juneteenth, the Fourth of July, Labor Day, Election Day, Veterans Day, Thanksgiving, Thanksgiving Friday, Christmas Eve and Day. Eligible employees with five years of service also receive annual longevity bonuses that grow as seniority increases. Some positions also may qualify for recruitment, retention, and performance bonuses or other special pay premiums. Employees in the guard or reserves may also qualify for supplemental pay benefits if military pay during qualifying duty is less than normal state pay. Prior military service may also allow seniority credits to accelerate eligibility for longevity bonuses and additional personal leave accrual. In addition to 401(k) and 457 retirement accounts, the state also offers flexible spending account (FSA), health savings account (HSA), and qualified transportation fringe benefit (QTFB) programs that can help you save money by reducing your taxable income. Working for the State of Michigan may allow you to participate in programs that forgive the balance of qualifying student loans. Some colleges and universities offer savings to eligible employees and family members to further their education while working for the State of Michigan. Programs are available to apply for reimbursement of up to $2,000 a year for education and training for college course credits and non-degree programs. Depending on the nature of their duties, many state jobs offer flexible work schedules and remote or hybrid telecommuting options that can help obtain the work-life balance that you seek.