Cloud Contact Center Support Specialist

Amatriot Group•Woodlawn, MD

1d•Onsite

About The Position

Experience in workforce management tools including Verint Application Platform. Experience in scripting, supporting and implementing Call Center functions and services.

Requirements

Master's and 5+ years of experience or Bachelor's and 7+ years of experience or 13+ years in lieu of a degree
5 years of experience supporting Verint platforms.
3 years of experience as a Verint Application Consultant.
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.

Nice To Haves

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.

Responsibilities

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.