Supportive team and good pay, but role expectations need to be solidified and/or wages increased
Pros
I’m trusted to do the work I was hired to do. I'm paid well. My role involves diverse, challenging problem-solving that helps me continuously grow my skills. I’m given the freedom and space to grow and excel. I have flexibility to create my own workflow and manage my work effectively. I’m grateful to be able to work remotely. I work with an incredibly skilled, supportive team whose experience and certifications complement each other. The team truly has each other’s backs. My manager is highly supportive and advocates for me when needed. I feel comfortable bringing any concerns or challenges to my manager.
Cons
LCIP role drift - LCIP has evolved into a Professional Services / White Glove function. There is a growing trend of extreme customization for large Partner and Service Provider accounts. Clear boundaries are needed to prevent continued role expansion. Skills vs. compensation gap - Wage increases over the past two years have not matched the advanced skills now required. LCIP routinely uses certifications and expertise beyond the official job description (e.g., Level 3–4 IT engineering certifications, PMP). These advanced skills are critical to the success of complex, global implementations. Inbound voice queue coverage issue - LCIP is increasingly asked to cover inbound voice queues due to OB agents not setting themselves to available. LCIP agents are senior, salaried staff with large, cross-departmental workloads. Responsibilities span multiple support levels (IT and Voice), global time zones, and 24/7 project/go-live availability. Covering the voice queue is not an LCIP responsibility. Accountability and operational impact - OB agents should be responsible for queue coverage as defined in their roles. Using LCIP to protect queue metrics masks agent availability issues. Proper enforcement would allow management to identify agents who need training or corrective action. Performance measurement mismatch - LCIP workplans and duties are not accurately reflected or quantified in the Voice OB performance matrix. Current metrics do not align with LCIP’s actual scope, complexity, or performance requirements.
