Departmental Analyst 12 - Contact Center Technology

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

APPOINTMENT TYPE/BENEFITS - This position is Full-Time. Therefore, you would be eligible to participate in the benefits offered by the state.

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.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. 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 to evaluators for 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

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