Technical Analyst #82133

    • Tampa, FL



A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It's a career journey you can be proud of, and you'll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation . It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses "Be Good At Life." To learn more, please visit LinkedIn , our Newsroom and the Careers page of www.NewYorkLife.com .

The NYL Direct Technical Analyst is responsible for providing a timely response to all incidents, outages and performance alerts within Insurance Operations. Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact. Notify customer and third-party service providers of issues, outages and remediation status. Implement and optimize the usage of Workforce Management tools within a Contact/Customer Service Center environment and assist with intraday WFM operations in the contact center.

  • Technology support, configuration and administration for Verint telephony components, & AT&T call routing

  • Notify customer and third-party service providers of issues, outages and remediation status

  • Assist with basic systems testing, operational tasks, and deployments to production (installation of patches, network connectivity testing, script execution, etc.)

  • Support enterprise technology teams in 24 x 7 environment operational environments with high uptime requirements. Varied shift schedules may include day or evening hours

  • Toll Free Number assignments including any subsequent updates for routing changes based on business requirements

  • CTI Administration including creation/updates/maintenance of contact center hours of operation, Not Ready Reason codes, transfers, dispositions, and user and company profiles.

  • Major Incident Management for Insurance Operations including the main point of contact with Workforce Management, Technology groups, and Business Owners.

  • Support the Voice Governance structure from a NYL Direct viewpoint.

  • Manage the bi-weekly mtgs. for Voice Governance with Enterprise Technology resources and other NYL business partners.

  • Outbound call campaign creation and maintenance to existing campaigns including updating dispositions, purge a list, and compliance/state laws.

  • Testing and supporting impacts for Direct and Enterprise initiatives.

  • Coordinate and support disaster recovery testing from a telephony viewpoint.

    Requirements:

  • Bachelor's Degree in MIS, Computer Science, Business Administration, Engineering preferred

  • Thorough knowledge of Service-Now Helpdesk, Cisco Unified Communications Manager, Verint, and AT&T Route IT

  • Ability to apply strong analytical and debugging skills in resolving and anticipating potential telephony obstacles and issues that could potentially affect business operations

  • Ability to act as subject matter expert (SME) on AT&T Routing, IVR functionality, SSC CSR Applications, CUCM

  • Extensive Verint application and functionality understanding

  • Extensive S&S Business process and application understanding

  • Knowledge of Microsoft Office applications, such as Excel, Access, Word, Power Point, Visio

  • Knowledge of Life Insurance, Annuities and/or Telemarketing systems and applications

  • Ability to manage and implement solutions in major critical outages impacting customers

  • Ability to identify and escalate any potential issues per defined process and escalate immediately to management

  • Strong analysis and troubleshooting skills with a focus on telephony, WFM, system functionality, and business processes

  • Ability to work with business partners to solve problems and communicate solutions

  • Ability to work with a sense of urgency in an aggressive, multi-tasking environment

  • On-call 24x6

  • High sense of urgency and impact regarding decisions that affect contact center operations

  • Ability to follow escalation procedure to resolve potential issues and mitigate risk (potential high-risk deliverables on a daily basis)

  • Ability to provide frequent oral and written communication with employees within the work group about progress on resolutions or problems encountered, and with employees outside the work group

  • Strong communications skills and the ability to self-manage

  • Ability to participate in requirements, design, and development reviews

    SF:LI-KH1

    EOE M/F/D/V

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  • For more than 170 years, New York Life has been helping families and individuals all across the country with investment, retirement, and life insurances plans and policies.

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