Cloud Contact Center Support Specialist

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.

      Factors To Help You Shine (Required Skills)

      **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.

      How To Stand Out From The Crowd (Desired Skills)

      • 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.