ERS - Digital Contact Solutions Analyst (00050552)
Organization: EMPLOYEES RETIREMENT SYSTEM
Primary Location: Texas-Austin
Work Locations: Main Office (327-100001) 200 E 18th Street Austin 78701
Job: Arts, Design, Entertainment, Sports, and Media
Employee Status: Regular
Schedule: Full-time
Standard Hours Per Week: 40.00
State Job Code: 1868
Salary Admin Plan: B
Grade: 27
Salary (Pay Basis): 6,250.00 - 6,250.00 (Monthly)
Number of Openings: 1
Overtime Status: Exempt
Job Posting: Jun 10, 2025, 3:09:02 PM
Closing Date: Ongoing
Description

WHO WE ARE:

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.
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.

As a Benefits Analyst II you will:

• Serve as an administrator for all contact center platforms including but not limited to Interactive Voice Response/Automated Call Distribution platforms, knowledge management system, Automated Quality Management, and workforce management which includes, but is not limited to:
• Setting up and maintaining access for new users and troubleshooting and resolving platform issues as they arise.
• Actively engaging with all contact center platforms to ensure all platforms are being utilized efficiently, to their full potential, and maximizing the effectiveness of the technology.
• Analyzing and implementing all contact center platform options and features on an ongoing basis to ensure all platforms are being utilized efficiently and to their full potential.
• Research emerging contact center technologies and stays informed on industry trends to ensure alignment with industry best practices and innovative solutions.
• Make recommendations and support the implementation and launch of any new features, upgrades, or updates, including analyzing and updating existing procedures as applicable.
• Support Workforce Management Analyst with design and modifications to IVR/ACD functionality.
• Support Benefits Counseling as liaison between ERS and contact center platform vendors – supporting outage management and other tech support needs of Customer Benefits staff as applicable to all contact center platforms.
• Identify opportunities to improve business processes through automation and help prepare proposals to develop new systems.
• Consult on the analysis of an application, troubleshoot system problems, and implements solutions.
• Assist with strategic planning, testing coordination, communication of project updates to the department, and support of training initiatives for new platform implementations.

Required Minimum Qualifications: Your application for employment must reflect how you meet each of the following minimum qualifications:
1) Graduation from an accredited four-year college or university preferably with a degree in business management, business administration, project management, data analysis or communications. Each year of related work experience over the required minimum may be substituted for one year (30 semester hours) of college credit.
2) Two (2) years’ experience in business analysis including but not limited to identifying trends/issues, recommending updates or solutions, writing procedures, policy documents, or manuals, and/or training end users - preferably in a contact center or customer service environment
3) Two (2) years’ experience analyzing and evaluating technology applications, data, specifications, policies, or issues, and/or developing workable solutions within available technology platforms - preferably with contact center technology platforms (e.g. NICE, Avaya)
4) One (1) year experience with Microsoft Excel or other data analysis tools – preferably intermediate skill level (e.g. pivot tables, moderately complex MS Excel formulas, SQL or Tableau)
5) One (1) year qualifying experience with Windows based computer software, including Microsoft Office and Internet browsers.
Preferred Qualifications: Your application for employment should reflect how you meet the following preferred qualifications:
6) Three (3) years’ experience in business analysis including but not limited to identifying trends/issues, recommending updates or solutions, writing procedures, policy documents, or manuals, and/or training end users - preferably in a contact center or customer service environment
7) Three (3) years’ experience analyzing and evaluating technology applications, data, specifications, policies, or issues, and/or developing workable solutions within available technology platforms - preferably with contact center technology platforms (e.g. NICE, Avaya)
8) Experience in project management
9) Experience with NICE inContact platforms
PLEASE NOTE: All applications should contain complete job history entries, which includes job title, dates of employment, name of employer, supervisor’s name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.
Other Information: This position is hybrid with some days being worked at home and some at the ERS office. Some overtime is required.
ERS will provide a laptop. Applicants wishing to work form home periodically are responsible for providing their own high speed internet connection (100 mbps recommended), a private workspace within their home, and preferred office furniture/setup.
This position may require access to privileged, confidential, or sensitive data. ERS will conduct either a TXDPS or FBI criminal history check on all new hires. For more information about this policy inquiries can be made to employment@ers.texas.gov.