Departmental Analyst 12 - Contact Center Technology
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Departmental Analyst 12 - Contact Center Technology
Salary
$2,393.60 - $3,498.40 Biweekly
Location
Lansing, MI
Job Type
Permanent Full Time
Job Number
2301-26-CTD007
Department
Department of State
Bargaining Unit
NON-EXCLUSIVE REPRESENTED EMPLOYEE (NERE)
Description
Benefits
Questions
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 (https://MCSC.state.mi.us/AgencyPDFs/PDReportADA%20CCTS%20Analyst%2012.pdf)
APPOINTMENT TYPE/BENEFITS - This position is Full-Time. Therefore, you would be eligible to participate in the benefits offered by the state.
Required Education and Experience
Education
Possession of a bachelor's degree in any major.
Experience
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; click on "Apply" in the job posting for instructions in submitting your electronic application. Your application for any position does not guarantee that you will be contacted by the Department for further consideration. Only those applicants interviewed will be notified of the results.
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.
As outlined by Civil Service, an official transcript must bear the applicant's name, college, or university certification (e.g., seal, logo, watermark, or letterhead), date and name of the conferred degree and registrar's signature. Transcripts that do not meet these requirements are considered unofficial. For more information regarding official transcripts,click here(Download PDF reader).
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). Go toevaluatorsfor a list of accepted organizations that evaluate foreign credentials. Failure to provide this evaluation at the time of application may result in you being screened out of the process.
View the job specification at:http://www.michigan.gov/documents/DepartmentalAnalyst_12505_7.pdf
MDOS is proud to be a silver level Veteran-Friendly Employer.
Michigan Veterans Affairs Agency (https://www.michigan.gov/mvaa)
Accommodations
If you require a reasonable accommodation to participate in the application or selection processes, please contact theADA coordinator (https://www.michigan.gov/ose/-/media/Project/Websites/ose/Contact/RACs.pdf) for the agency that posted this position vacancy.
State employment also offers rewarding careers where you can help Michiganders enjoy better lives. Many State of Michigan jobs offer alternate work schedules and remote-work options that can help give the flexibility you need. The State of Michigan has been recognized as a leading U.S. employer by new graduates from 2021-2023 and a best large U.S. and state employer. Recognized on the international stage for fostering positive employee engagement, the State of Michigan is a past recipient of a North America Government Agency Employees Engagement Award.
More details on benefits for our new hires are below:
Rewarding Work:State of Michigan jobs allow you to serve Michiganders in many different ways depending on your interests and skills. Help preserve and protect our environment and the public health; enforce state laws and regulations; advocate for children, families, and victims of discrimination; support our state's military and veterans; rebuild our state's infrastructure; or support other state agencies through our fiscal, IT, and HR systems.
Insurance 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. More information is available at www.mi.gov/employeebenefits.
Retirement Programs: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. More information is available athttp://www.mi.gov/orsstatedc.
Vacation and Sick Leave:Eligible full-time employees receive between15 and 35 personal daysand 13 sick daysper 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.
Paid Parental Leave:Eligible employees can take 12 weeks of paid leaveimmediately after a birth or adoption to allow needed time together at home with a new child.
Paid Holidays: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.
Bonus Programs: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.
Military Pay Differential:Employees in the guard or reserves may also qualify for supplemental pay benefits if miliary pay during qualifying duty is less than normal state pay. Prior military service may also allow seniority credits to accelerate elig
