Cloud Contact Center Support Specialist

Security Clearance: Must obtain a Public Trust Clearance

Location: Woodlawn, MD

Job Type: Full-Time

Target Salary Range*: $60,000 - $130,000.

• This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

Position Overview:

• Experience in workforce management tools including Verint Application Platform.
• Experience in scripting, supporting and implementing Call Center functions and services.

Key Responsibilities:

• Maintain and grow subject matter expertise on Verint products such as Workforce Management and/or Quality Management including best practices and general insights.
• Subject matter expert in Verint Workforce Management technology; including development and configuration of custom reports and metrics created using Advanced Scorecards.
• Improve Workforce Optimization processes by mapping and analyzing them in near real-time to identify variances, bottlenecks, and opportunities to streamline steps.
• Demonstrate knowledge of Verint Optimization Integration Server monitoring and troubleshooting.
• Perform monthly calibration and maintenance of Performance Management data that includes the Key Performance Indicators (KPIs).
• Provide ongoing telephony monitoring and troubleshooting to ensure system readiness and service level agreements achievement.
• Provide technical expertise in configuration of back-end Verint Workforce Optimization software adapters.
• Utilize unified Workforce Optimization functionality to address a broad range of contact center functions.
• Responsible for providing technical and analytical support to several large contact center sites.
• Demonstrate strong oral and written communication skills, with the ability to communicate technical topics to management and non-technical audiences, as well as interface with the customer on a daily basis.
• Provide Contact Center application support and assistance.
• Provide CCaaS application administration support.
• Identify research process improvements or develop new processes as needed
• All other duties as assigned or directed.

Qualifications:

Education:

• Master's and 5+ years of experience or Bachelor's and 7+ years of experience or 13+ years in lieu of a degree

Experience:

• 5 years of experience supporting Verint platforms.
• 3 years of experience as a Verint Application Consultant.

Skills:

• Experience in scripting, supporting and implementing Call Center functions and services.
• Experience with supporting Call Center Applications such as AWS Connect or Genesys.
• Experience in workforce management tools including Verint Open CCaaS Platform.

Preferred Qualifications:

• Experience in developing Customer Service and Support initiatives.
• Experience with supporting Call Center Applications such as Amazon Connect or Genesys.
• Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.
• Demonstrated excellence in research and writing ability.
• Strong written and verbal communication, analytical and presentation skills; ability to engage clients and respond effectively to questions.
• Self-starter, highly motivated individual who adapts to a dynamic work environment.
• Strong attention to detail with an ability to operate effectively across multiple priorities.
• Prior Federal government experience.