Senior CCS Analyst

Senior CCS Analyst – GEICO

Join to apply for the Senior CCS Analyst role at GEICO
.

This role is open for the first 25 applicants. The pay range is $73,800.00/yr - $/yr and is based on skills and experience.

$73,800.00 – $ per year

The Government Employees Insurance Company (GEICO) is a private American auto insurance company headquartered in Chevy Chase, Maryland. It is a wholly owned subsidiary of Berkshire Hathaway and the third largest auto insurer in the United States. GEICO earned premiums worth over $40 billion in 2023.

As a Senior CCS Analyst, you will shape GEICO's contact center capabilities and customer experience strategy. You will lead technical product strategies, drive product roadmaps, and ensure solutions meet customer and business needs while promoting operational efficiency.

• Forge strong relationships with cross‑functional teams to align omni‑channel routing solutions with GEICO's strategic objectives.
• Collaborate extensively with engineering, product, and business units to innovate and enhance the contact center experience using Amazon Connect.
• Implement and monitor OKRs and KPIs to measure the effectiveness of the routing platform and drive continuous improvement.
• Lead the full lifecycle of omni‑channel routing products by line of business, from concept through implementation.
• Understand customer and business needs and market trends, gathering feedback to drive proactive product improvements and innovations.
• Utilize data analytics to inform decision‑making, generate operational insights, and align with business goals.

• 2+ years of experience in product or program management, or a similar role, with successful delivery of enterprise‑scale contact center solutions.
• Deep understanding of contact center operations, technologies, and key performance metrics.
• Proven experience with cloud‑based contact center platforms and related technologies.
• Strong analytical and problem‑solving abilities with a data‑driven approach (Power BI, SQL, Snowflake, Splunk, Cloud Watch, Titan).
• Experience with agile development methodologies and related tools (Azure Dev Ops).
• Experience with UI/UX design tools (Figma, Visio).
• Excellent communication and presentation skills, with the ability to influence at all levels.
• Understanding of contact center security, compliance, and regulatory requirements.

• Bachelor’s degree in Computer Science, Business Administration, Mathematics or a related field.
• Direct experience with the Amazon Connect platform.
• Experience in the insurance industry.
• Experience with omni‑channel contact center solutions (voice, chat, email, Tasks, SMS, IVR).
• Knowledge of contact center analytics and reporting tools.
• Certifications (PMP, Amazon Cloud Practitioner, Amazon Connect Communications Specialist, CSPO).

• Opportunity to work with cutting‑edge technologies and innovative projects.
• Collaborative and inclusive work environment.
• Competitive salary and benefits package.
• Career growth and development opportunities.

GEICO offers a comprehensive rewards program that includes personalized coverage, financial benefits (competitive compensation, 401(k) with 6% match, performance incentives, tuition assistance), mental health resources, family benefits, and workplace flexibility.

The GEICO Companies provide a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information in compliance with applicable law. GEICO hires and promotes individuals solely on their qualifications. GEICO accommodates qualified individuals with disabilities to enable them to receive equal opportunity and perform essential functions unless undue hardship.

GEICO fosters a work environment free of intimidation, harassment, discrimination, and mutual respect is required.