Departmental Analyst 12 - Contact Center Technology
Department of State · Lansing, MI · Michigan
- Role
- Performance analyst
- First seen
- Aug 29, 2026
- Closes
- Not listed
- Salary
- $2,393.60 - $3,498.40 Biweekly
Apply on the Michigan portal
Applications go through the state’s official system — CivicWorks only tracks the posting.
Summary
The Departmental Analyst 12 serves as the subject matter expert for the Department of State's contact center technology platforms, including the NiCE CXone platform and Interactive Voice Response (IVR) system. The role involves planning, developing, implementing, and optimizing contact center systems in collaboration with multiple divisions to enhance customer service operations. The incumbent provides expert guidance, oversight, and analytical support to ensure systems align with departmental objectives and industry best practices.
Key qualifications
- Bachelor's degree in any major
- Three years of professional experience including one year at P11 level in state service
- Experience with contact center technology platforms such as IVR systems and ACDs
- Experience with CXone platform
- Experience with change management and staff training
- Experience managing IT projects with vendors and multiple stakeholders
Summarized by CivicWorks from the state’s posting — check the official listing for full details.
Tracked by CivicWorks from Michigan’s public career portal. Posting data refreshes daily; this page disappears when the posting closes.