Departmental Analyst 12 - Contact Center Technology
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Departmental Analyst 12 - Contact Center Technology
Salary
$2,393.60 - $3,498.40 Biweekly
Location
Lansing, MI
Job Type
Permanent Full Time
Job Number
2301-26-CTD007
Department
Department of State
Opening Date
08/28/2026
Closing Date
9/7/2026 9:10 AM Eastern
Bargaining Unit
NON-EXCLUSIVE REPRESENTED EMPLOYEE (NERE)
Description
Benefits
Questions
Job Description
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 (https://MCSC.state.mi.us/AgencyPDFs/PDReportADA%20CCTS%20Analyst%2012.pdf)
APPOINTMENT TYPE/BENEFITS - This position is Full-Time. Therefore, you would be eligible to participate in the benefits offered by the state.
Required Education and Experience
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.
Alternate Education and Experience
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.
Additional Requirements and Information
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 toevaluatorsfor 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
MDOS is proud to be a silver level Veteran-Friendly Employer.
Michigan Veterans Affairs Agency (https://www.michigan.gov/mvaa)
Accommodations
If you require a reasonable accommodation to participate in the application or selection processes, please contact theADA coordinator (https://www.michigan.gov/ose/-/media/Project/Websites/ose/Contact/RACs.pdf) for the agency that posted this position vacancy.
State employment also offers rewarding careers where you can help Michiganders enjoy better lives. Many State of Michigan jobs offer alternate work schedules and remote-work options that can help give the flexibility you need. The State of Michigan has been recognized as a leading U.S. employer by new graduates from 2021-2023 and a best large U.S. and state employer. Recognized on the international stage for fostering positive employee engagement, the State of Michigan is a past recipient of a North America Government Agency Employees Engagement Award.
More details on benefits for our new hires are below:
Rewarding Work:State of Michigan jobs allow you to serve Michiganders in many different ways depending on your interests and skills. Help preserve and protect our environment and the public health; enforce state laws and regulations; advocate for children, families, and victims of discrimination; support our state's military and veterans; rebuild our state's infrastructure; or support other state agencies through our fiscal, IT, and HR systems.
Insurance Benefits:The State of Michigan offers health, mental health, dental, and vision insurance to eligible career employees, their spouses, and their children. The state also covers a life-insurance benefit of two times employees' annual salary (up to $200,000). The state also offers long-term-disability insurance that can provide continuing benefits if an injury or illness prevents employees from working. More information is available at www.mi.gov/employeebenefits.
Retirement Programs:The State of Michigan offers 401(k) and 457 plans for new hires to save for retirement. The state will automatically contribute an amount equal to 4% of your pay to a 401(k) account. The state will also match up to 5% of your pay if you contribute to your 401(k) account. Your contributions vest immediately, and the state's contributions fully vest after just 4 years. More information is available athttp://www.mi.gov/orsstatedc.
Vacation and Sick Leave:Eligible full-time employees receive between15 and 35 personal daysand 13 sick daysper year that may be rolled over to the following year if not used. Eligible employees also receive an additional day each year for community service or school functions.
Paid Parental Leave:Eligible employees can take 12 weeks of paid leaveimmediately after a birth or adoption to allow needed time together at home with a new child.
Paid Holidays:Eligible employees receive 13 or 14 paid holidays each year including New Year's Eve and Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Juneteenth, the Fourth of July, Labor Day, Election Day, Veterans Day, Thanksgiving, Thanksgiving Friday, Christmas Eve and Day.
Bonus Programs:Eligible employees with five years of service also receive annual longevity bonuses that grow as seniority increases. Some positions also may qualify for recruitment, retention, and performance bonuses or other special pay premiums.
Military Pay Differential:Employees in the guard or reserves may also qualify for supplemental pay benefits if miliary pay during qualifying duty is less than normal state pay. Prior military service may also allow seniority credits to accelerate eligibility for longevity bonuses and additional personal leave accrual.
Tax-Advantaged Programs:In addition to 401(k) and 457 retirement accounts, the state also offers flexible spending account (FSA), health savings account (HSA), and qualified transportation fringe benefit (QTFB) programs that can help you save money by reducing your taxable income.
Student Loan Forgiveness:Working for the State of Michigan may allow you to participate in programs that forgive the balance of qualifying student loans. Please view Student Loan Information (https://studentaid.gov/manage-loans/forgiveness-cancellation) to help determine if you could qualify is available from the U.S. Department of Education.
Tuition Reduction:Some colleges and universities offer savings to eligible employees and family members to further their education while working for the State of Michigan.
Professional Development: To help develop your career, programs are available to apply for reimbursement of up to $2,000 a year for education and training for college course credits and non-degree programs.
Alternative and Remote Work Schedules:Depending on the nature of their duties, many state jobs offer flexible work schedules and remote or hybrid telecommuting options that can help obtain the work-life balance that you seek.
Great Lakes and Great Times:Michigan boasts four Great Lakes, 11,000 inland lakes, 36,000 miles of rivers and streams, 20 million acres of forests, 100 state and national parks and recreation areas, 1,300 miles of bike trails, 6,500 miles of snowmobile trails, the second-most ski areas in the nation, 650 public golf courses, 600 campgrounds, and an international dark-sky park-just for starters. Our cities offer concerts and cultural events, storied sports teams, education hubs, vibrant downtowns, one-of-a-kind craft beverages, and renowned restaurants for every appetite. From urban centers to beach towns to the great outdoors, the opportunities are endless. With your state salary and benefits and Michigan's affordable cost of living, you can explore all that Michigan has to offer.
Updated: 2/28/24
01
Are you related to anyone currently working at the Department of State (Secretary of State)?
Yes
No
02
If you answered "yes" to question #1, please list the name of each relative. If you answered "no" to question #1, please enter "none".
03
Please list all previous names, to include name at birth, and any alias name(s) used. If you do not have any previous/alias names to list, please enter "none".
04
How many years of experience do you have with Microsoft Outlook, Word, Excel, and PowerPoint outside of classes or training?
None
Less than 1 year
1 to 3 years
3 to 5 years
More than 5 years
05
Describe the tools and processes that you use for planning, organization, and time management.
06
How many years of experience do you have with change management and training staff?
None
Less than 1 year
1 year to 3 years
3 to 5 years
More than 5 years
07
Please describe your experience in change management and training staff, including specific examples of your involvement and impact.
08
How many years of experience do you have working with Contact center technology platforms (e.g., IVR systems, ACDs, workforce management tools)?
None
Less than 1 year
1 to 3 years
3 to 5 years
More than 5 years
09
How many years of experience do you have working with CXone?
None
Less than 1 year
1 to 3 years
3 to 5 years
More than 5 years
10
Please describe your experience with CXone, including specific examples of your responsibilities, contributions, and the impact of your work.
11
How many years of experience do you have working on IT projects involving vendors and multiple stakeholders
None
Less than 1 year
1 to 3 years
3 to 5 years
More than 5 years
12
Please describe your experience in these areas, including key responsibilities, project examples, and the impact of your work.
13
Did you remember to attach your resume, cover letter, and official transcripts (if applicable)?
Yes
No
14
Due to the nature of this position, the Michigan Department of State conducts comprehensive background checks that will require the candidate to be subjected to, and not limited by, criminal history review, drug testing, and reference checks. Do you accept and comply with these background check requirements?
Yes
No
15
All listed supervisors/employers may be contacted for reference checks. If your NEOGOV application indicates that they cannot be contacted, please document the reason in the work experience box of the NEOGOV application, under the "reasons for leaving" box(es). You will then need to provide the names, phone numbers and relationship (i.e.. Former Team Lead) of two to three professionals below. If you have indicated that all listed supervisors/employers may be contacted, please enter "none".
16
From the following, please select your employment status. Check all that apply.
Current MDOS employee
Previous MDOS employee
Current State of Michigan employee
Previous State of Michigan employee
None of the above
17
DEPTALT - From the following, please select all that apply to you:
I possess a bachelor's degree or higher in any major. If so, please attach a copy of your official college transcripts.
I possess at least one year of professional level experience in State of Michigan classified service.
I possess an education 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.
None of the above
18
Please select all that apply from the options below: (Note, actions that have been expunged, formal counseling, and layoff actions need not be reported.) Failure to answer this question honestly may result in being sanctioned from employment with MDOS.
I have been dismissed within the last two years
I have resigned in lieu of discipline or dismissal within the last two years
I have been suspended without pay within the last two years
I have received an unsatisfactory performance rating within the last two years
I have received a written reprimand within the last two years
I have signed a last chance agreement with MDOS within the last two years
I certify that none of the above circumstances apply to me
Required Question
Employer
State of Michigan
Department
Department of State
Address
SOSEmployment@michigan.gov
P.O. Box 30775
Lansing, Michigan, 48909
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