Cloud Contact Center Support Specialist

• It is an 100% Onsite position
  
• Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week.
  

• Experience in scripting to automate and streamline call center functions.
  
• Proven ability to support and implement call center services effectively.
  
• Familiarity with leading call center applications such as Amazon Connect and Genesys.
  

• Responsible for providing technical and analytical support to several large contact center sites.
  
• Utilize unified Workforce Optimization functionality to address a broad range of contact center functions.
  
• Participate as a key technical resource during project implementations and provide authoritative technical guidance to the customer and project team.
  
• Improve Workforce Optimization processes by mapping and analyzing them in near real-time to identify variances, bottlenecks and opportunities to streamline steps.
  
• Responsible for all activities associated with Workforce Management resource and schedule calculation, monitoring and evaluation.
  
• 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.
  

Requirements

• 5 years of experience supporting Call Center platforms.
  
• 3 years of experience as a Call Center Systems Administrator.
  
• Must be able to obtain and maintain a Public Trust. Contract requirement.
  

• 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.
  
• 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.