Cloud Contact- Center Support Specialist

Omm IT Solutions • MD

97d

About The Position

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

Nice To Haves

• Experience in developing Customer Service and Support initiatives.
• Strong organizational and project management skills.
• Demonstrated excellence in research and writing ability.
• Strong written and verbal communication, analytical and presentation skills.
• 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.

Responsibilities

• Provide technical and analytical support to large contact center sites.
• Utilize Workforce Optimization functionality for contact center functions.
• Act as a key technical resource during project implementations.
• Improve Workforce Optimization processes by mapping and analyzing them.
• Manage Workforce Management resource and schedule calculation.
• Communicate technical topics to management and non-technical audiences.
• Provide Contact Center application support.
• Administer CCaaS applications.
• Identify and develop process improvements.

What This Job Offers

• Number of Employees: 11-50 employees