Alternate Locations: Greensboro, NC (North Carolina); Charlotte, NC (North Carolina); Fort Wayne, IN (Indiana); Radnor, PA (Pennsylvania)
Work Arrangement:Hybrid : Employee will work 3 days a week in a Lincoln office
Relocation assistance: is not available for this opportunity.
Requisition #: 76827
The Role at a GlanceOur contact center technology organization supports platforms for routing, workforce management, quality, fraud/authentication, CRM and digital channels (including Five9, Verint, Pindrop, AWS, click-to-chat and Sierra). The team has two directors, one for platforms and one for integration and application development, plus a federated architect who also serves as a lead developer. AI capabilities are advancing quickly, and we need a dedicated person to find, evaluate and shape opportunities so the team can spend more time on business deliverables.
What you'll be doing- Lead our AI focus: track best practices and trends, assess capabilities, and recommend where to adopt them.
- Find ways to use AI in the team's day-to-day work (documentation, analysis, reporting, routine requests) to free capacity for business deliverables.
- Document current processes, break them into explicit tasks, and determine where AI agents can appropriately remove manual work.
- Work directly with the business to identify use cases and build the case for savings and a better customer experience.
- Provide analysis and support across the platforms, integration and development, and architecture teams.
- Lead resource capacity planning, work in-take and chief-of-staff activities.
What we're looking forMust-haves:
- Broad understanding of contact center operations and technology.
- Working knowledge of contact center best practices and current trends, especially conversational and agentic AI.
- Ability to document processes and decompose them into discrete tasks suitable for automation.
- Hands-on experience using AI tools and agents, with sound judgment on where AI is and is not appropriate.
- Strong communication skills with both business leaders and technical teams.
- Experience building business cases and quantifying savings or customer experience impact.
- 5+ Years of experience that directly aligns with the specific responsibilities for this position.
- 4 Year/Bachelor's degree or equivalent work experience in Computer Science, Information Technology, Engineering, Business, or a related field.
Nice-to-haves:
- Experience with contact center, fraud/authentication, quality and analytics, cloud, or AI platforms, and the ability to learn new tools quickly.
- Experience in capacity planning or workforce management.
- Prior chief-of-staff, business analyst, or program management experience.
Application DeadlineApplications for this position will be accepted through January 1, 2027, subject to earlier closure due to applicant volume.
What's in it for you:- Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
- Leadership development and virtual training opportunities
- PTO/parental leave
- Competitive 401K and employee benefits
- Free financial counseling, health coaching and employee assistance program
- Tuition assistance program
- Work arrangements that work for you
- Effective productivity/technology tools and training
The pay range for this position is $106,875 - $171,000 with
anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln's total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln's standard benefits package.
