Pearson Senior Contact Center Analyst in Elk Grove Village, Illinois

Senior Contact Center Analyst


Pearson is on a mission to help people make progress in their lives through learning. We are moving that mission forward by keeping up with the top issues in education today and constantly embracing, testing, and innovating new technologies that adapt to our ever-changing lifestyles. As Pearson is currently experiencing ongoing rapid growth and expansion in our Online Program Management division, we are looking for talented, driven, focused candidates that can exhibit a positive, can-do attitude as well as approach their work with vigor and determination.

The Senior Contact Center Analyst will serve as a subject matter expert and be primarily responsible for design, develop, test, deploy and support of Contact Center ecosystems. This includes, not limited to, working on new initiatives, customizing existing system capabilities and modernizing existing product stacks. This role will work closely with various stakeholders (Business Contact Center Operations Group, vendor partners, BI group and Technology Strategy team) to execute initiatives that best position for business success.


Specific duties and responsibilities include, but are not limited, to the following :

  • Responsible for all aspects of application support including analysis, documenting, and coding software application programs

  • Using sound knowledge of business, strategic, and IS strategies, translates business requirements into system solutions that meet project requirements

  • Follows standard software development processes and procedures, and uses standard development and support tools

  • Develops a comprehensive analysis of pros/cons and implications of proposed solutions

  • Identifies root cause and determines remedies for problems

  • Supports and maintains applications and third-party applications and tools

  • Maintains relationships with vendors, consultants or contractors, and professional organizations to design, configure, develop and implement Call Center processes and technical solutions

  • Apply data modeling techniques in MS SQL server to ensure development and implementation support efforts meet integration and performance expectations. Understand and suggest optimal database / table design and ensure seamless integration with downstream systems

  • Coordinates with QA Analysts to performs integration, regression, and other type of testing as required in a timely and accurate manner

  • Participates in system testing, training, implementation and support of business applications

  • Monitors and maintains performance of packaged and custom applications

  • Provides 24/7 on-call technical support on rotating basis. Responds to on-call issues in a manner and time frame consistent with the department guidelines



  • 4-year degree from an accredited institution in Business, Computer Science, OR appropriate combination of education and significant experience

  • Minimum experience requirements:

  • 5 years’ experience in a business systems analyst role leading the implementation of business critical technology solutions

  • 3 years’ experience in supporting a medium to large scale system

  • 3 years’ Relational database technology experience required

  • 2 years’ hands-on experience in developing Contact Center solutions AND maintaining daily Call Center campaign/processes (monitoring call campaigns, configuring call strategies, running dialer jobs, designing web services and develop agent scripts)

  • A thorough understanding of call center measurements and lead routing

  • Experience with systems development lifecycle and system management processes, including requirements management, design, configuration and user acceptance testing

  • Preferred experience supporting higher education institutions with knowledge of marketing, recruiting and student advising business processes and related systems

  • Demonstrates strategic and forward thinking by conducting through analyses of downstream and upstream impact of issues and proposed solutions.

  • Ability to work effectively in teams is required; includes instances where team membership spans multiple business units, locations or countries, and/or utilizes 3rd-party (offshore) resources

  • Ability to lead projects and manage technology partner relationships, take ownership of tasks/processes/solutions, and to work with senior management in developing and implementing new processes and enabling systems

  • Strong listening, and oral/written communications skills, includes the ability to facilitate interactive sessions with business / functional personnel

  • Exceptional organization, problem solving, and analytical skills

Supervisory Responsibilities

  • None




Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-IL-Elk Grove Village

Work Locations: US-IL-Elk Grove Village-50 Northwest 50 Northwest Point Rd Elk Grove Village 60007

Job: Technology

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 6, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1814632

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.