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Cloud Contact Center Support Specialist

Woodlawn, MD, US • Posted 9 hours ago • Updated 9 hours ago

Full Time

No Travel Required

On-site

Depends on Experience

Fitment

Dice Job Match Score™

🤯 Applying directly to the forehead...

Job Details

Skills

Verint
Verint Workforce Management
Verint WFM
Verint Quality Management
Verint Workforce Optimization
Verint Open CCaaS
Verint Application Consultant
Advanced Scorecards
KPI Reporting
Workforce Optimization
Contact Center Support
Cloud Contact Center
CCaaS
Call Center Technologies
Telephony Support
IVR
ACD
Call Center Scripting
Amazon Connect
AWS Connect
Genesys
Genesys Cloud
Verint Optimization Integration Server
Production Support
Application Support
System Monitoring
Troubleshooting
Incident Management
Performance Management
SLA Management
Process Improvement
Reporting & Analytics
Data Analysis
Metrics Development
Dashboarding
Workforce Analytics
Federal Projects
Public Trust Clearance
Customer Service Operations
Contact Center Operations
Stakeholder Management

Summary

Job Description:

We are seeking an experienced Cloud Contact Center Support Specialist with strong expertise in Verint Workforce Optimization platforms and Contact Center technologies. This role requires hands-on experience in supporting, configuring, and optimizing enterprise-level contact center solutions.

Key Responsibilities:

Serve as Subject Matter Expert (SME) for Verint Workforce Management (WFM) and/or Quality Management (QM)
Configure and support Verint Workforce Optimization solutions
Develop and maintain custom reports, metrics, and Advanced Scorecards
Monitor and troubleshoot Verint Optimization Integration Server
Perform KPI calibration, reporting, and performance management
Provide ongoing telephony monitoring and support
Support CCaaS applications and contact center platforms
Analyze workflows to improve efficiency and eliminate bottlenecks
Provide technical and analytical support across multiple contact center sites

Required Skills:

Over all 13 years of experience
5+ years of experience supporting Verint platforms
3+ years as a Verint Application Consultant
Experience with Workforce Management tools (Verint Open CCaaS Platform)
Hands-on experience in call center scripting and implementation
Experience with AWS Connect or Genesys
Strong troubleshooting and system monitoring skills

Basic Qualifications:

Bachelor’s degree with 7+ years of experience (or equivalent experience)
Must be able to obtain and maintain Public Trust Clearance

Preferred Skills:

Experience with Amazon Connect or Genesys Cloud
Prior Federal/Government project experience
Strong communication, analytical, and documentation skills
Ability to work in a fast-paced, client-facing environment

Additional Information:

Onsite role – No remote option
Must be comfortable working directly with stakeholders and end users

📩 Interested candidates can apply or share profiles to:

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91170923
Position Id: 8954790
Posted 9 hours ago

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