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Cloud Contact Center Support Specialist
Job ID: 5683
City: Woodlawn
State: MD
Job Type: Full-time
Compensation: $110,000 to $140,000
Centurion is looking for a Cloud Contact Center Support Specialist for a position in Woodlawn, MD
Key Required Skills:
Position Description:
Skills Requirements:
Foundation for Success (Basic Qualifications)
**Selected candidate must be able to obtain and maintain a public trust clearance**
**Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week**
**Master's and 5+ years of experience, Bachelor's and 7+ years of experience or 13+ years in lieu of a degree**
Key Required Skills:
- Experience in workforce management tools including Verint Application Platform.
- Experience in scripting, supporting and implementing Call Center functions and services.
Position Description:
- 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.
Skills Requirements:
Foundation for Success (Basic Qualifications)
- 5 years of experience supporting Verint platforms.
- 3 years of experience as a Verint Application Consultant.
- Bachelors degree with 7+ years of experience Must be able to obtain and maintain a Public Trust. Contract requirement.
**Selected candidate must be able to obtain and maintain a public trust clearance**
**Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week**
**Master's and 5+ years of experience, Bachelor's and 7+ years of experience or 13+ years in lieu of a degree**
- 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.
- 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.
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