Digital Contact Solutions Analyst (100096)

About the Agency The Employees Retirement System of Texas (ERS) offers competitive benefits to enhance the lives of its members. Each team member across the agency contributes to our ongoing success. About the Benefit Counseling Department The Benefit Counseling department is the front line in supporting our members as they navigate day‑to‑day decisions related to their benefits.

We strive to provide supportive education and guidance to our members and their families as they move through all stages of life and career. About the Role Digital Contact Solutions Analyst is responsible for analyzing, maintaining, and optimizing our contact center solutions and platforms to improve service delivery for our members. The role requires self‑management, collaboration, analytical skills, and strong communication.

What You Will Do Serve as administrator for all contact center platforms such as IVR, ACD, knowledge management, automated quality management, and workforce management. Set up and maintain user access, troubleshoot, and resolve platform issues. Engage with platforms to ensure efficient utilization and maximize technology effectiveness.

Analyze and implement platform options and features on an ongoing basis. Manage operational tasks, run, analyze, develop, and distribute reports to internal customers. Research emerging contact center technologies and stay informed on industry trends.

Make recommendations and support implementation of new features, upgrades, or updates. Design risk‑mitigating strategies for approved projects. Update procedures, manage project lifecycle, develop training resources, and support workforce management analysts.

Liaise between ERS and platform vendors for outage management and other tech support needs. Identify automation opportunities and prepare proposals to develop new systems. Conduct business process analysis, document, test processes, and recommend solutions.

Collaborate with stakeholders to identify business needs and develop solutions. Mitigate risks associated with features or solutions. Evaluate and disseminate information, analyze data, translate for target audiences.

Assist with strategic planning, testing coordination, communication, and training initiatives. Salary & Benefits Starting Monthly Salary: $6,500.00 Defined Retirement Benefit Plan Optional 401(k) and 457 accounts Medical Insurance Optional benefits such as dental, vision, life insurance, and flexible spending accounts 8 hours sick leave per month 8 hours vacation per month with potential to earn more with longevity Paid holiday time off Additional PTO earning opportunities EAP services The comprehensive ERS salary and benefits package is valued at more than $8,384 per month. Required Minimum Qualifications Graduation from an accredited four‑year college or university (experience may substitute).

Two years of business experience analyzing, gathering, documenting processes or procedures—including writing procedures, policy documents, or manuals. Two years of business experience analyzing and evaluating systems, technology applications, data, or policies, and developing workable solutions. Two years of experience translating data and user requirements into functional requirements and presenting findings.

Two years of experience with Microsoft Excel. Two years of experience managing multiple projects, prioritizing tasks, meeting deadlines, and tracking progress. Preferred Qualifications Degree in business management, administration, project management, data analysis, or communications.

Experience in a contact center or customer service environment. Intermediate Microsoft Excel skills (e.g., pivot tables, complex formulas). Experience with SQL or Tableau.

Experience with NICE or other contact center platforms (e.g., Avaya). Experience with UAT testing and project timelines. Additional Information Selected candidates may be required to complete a skills assessment. #J-18808-Ljbffr