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Technology Analyst - Omnichannel

Posted: 10/27/2022

Our Firm

American Century Investments® is a leading global asset manager focused on delivering investment results and building long-term client relationships while supporting research that can improve human health and save lives. Founded in 1958, the firm’s 1,400 employees serve financial professionals, institutions, corporations and individual investors, offering a wide range of investment strategies across a variety of investment disciplines.

We are committed to providing institutional-quality, actively managed solutions with a performance-centered mindset. Our expertise spans global growth equity, global value equity, disciplined equity, multi-asset strategies, global fixed income, alternatives and ETFs.

Privately controlled and independent, we focus solely on investment management. This empowers us to align our decisions with client expectations and concentrate on their long-term money management needs.

Our culture of winning behaviors exemplifies our dedication to clients every single day. Delivering investment results enables us to distribute over 40% of our dividends—more than $1.8 billion — to the Stowers Institute for Medical Research, a 500-person, non-profit basic biomedical research organization with a controlling interest in American Century Investments. Our dividend payments provide ongoing financial support for the Institute’s work of uncovering the causes, treatments and prevention of life-threatening diseases, like cancer.

For more information, please visit americancentury.com.

We are seeking a Technology Analyst to develop solutions within our cloud-based contact center. This includes constructing, maintaining, and solving various components and workflows such as IVR/IVA configurations, call routing, queue assignments, quality management, and workforce management. Your goals are to meet end-users’ needs and ensure high system availability to foster great customer and employee experience. To accomplish these goals, you will help plan for future system needs, continuously supervise and fine-tune systems, ensure the systems are secure and react quickly to system issues.

Responsibilities:

  • Design and develop sophisticated call flows to meet client and business needs

  • Work closely with business leaders to identify and deliver solutions to meet business needs

  • Day-to-day administration and support of the contact center application suite

  • Determine gaps and resolve application-related issues as the point of contact for contact center technical issues

  • Partner with the vendor(s) to resolve any service issues

  • Supervise and identify capacity, stability and performance to ensure uninterrupted operation of call center applications and take appropriate corrective action prior to an incident or problem occurring

  • Participate in incident, change and problem management while ensuring processes/protocols are followed

  • Maintain appropriate documentation as it relates to the call center application suite

  • Continuously develop specialized knowledge and technical domain expertise by remaining informed of industry trends, the direction of emerging technologies, and their potential value to the business

Requirements:

  • Minimum 5 years of relevant experience in workforce management, servicing, and operations

  • Bachelor’s degree from accredited university or equivalent experience

  • Strong written and verbal communication and influencing skills

  • Builds collaborative relationships with peers and leaders to cultivate a productive team environment

  • Quick learner, who networks outside of the organization to learn best practices and stays ahead of the latest practices

  • Comfortable with ambiguity and uncertainty; able to adapt through complex situations

  • A creative & steadfast problem solver

  • Professional demeanor, comfortable functioning at senior levels of organizations

  • Strong quantitative and analytical skills as well as technical capability

  • Working knowledge of various telecommunication technology solutions

  • Strong negotiation and issue resolution skills

  • Strong business competence, clear thinking and communicating, and phenomenal decision making

  • Models the American Century Investments Winning Behaviors: Client Focused, Courageous and Accountable, Collaborative, Curious and Adaptable, Competitively Driven, Adheres to the highest ethical standards and business practices, and Supports a culture of compliance

Additional Requirements:

As a global firm with offices in several cities, we will uphold any local regulations regarding COVID-19 precautions and/or vaccination requirements for the workplace.

American Century Investments is committed to complying with the Americans with Disabilities Act and all other applicable Equal Employment Opportunity laws and regulations. As such, American Century strives to provide a reasonable accommodation to any qualified individual under the ADA to perform essential job functions.

American Century Investments believes all individuals are entitled to equal employment opportunity and advancement opportunities without regard to race, religious creed, color, sex, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age for individuals forty years of age and older, military and veteran status, sexual orientation, and any other basis protected by applicable federal, state and local laws. ACI does not discriminate or adopt any policy that discriminates against an individual or any group of individuals on any of these bases.

©2019 American Century Proprietary Holdings, Inc. All rights reserved.

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