Cloud Contact Center Support Specialist

Omm IT Solutions•Woodlawn, MD

16h•Onsite

About The Position

This is a 100% onsite position in Woodlawn, MD. The candidate must be able to obtain and maintain a Public Trust clearance and be willing to work on-site 5 days a week. The role involves maintaining and growing subject matter expertise on Verint products such as Workforce Management and/or Quality Management, including best practices and general insights. The specialist will act as a subject matter expert in Verint Workforce Management technology, developing and configuring custom reports and metrics using Advanced Scorecards. Responsibilities include improving Workforce Optimization processes by mapping and analyzing them in near real-time to identify variances, bottlenecks, and streamlining opportunities. The role requires demonstrating knowledge of Verint Optimization Integration Server monitoring and troubleshooting, performing monthly calibration and maintenance of Performance Management data including Key Performance Indicators (KPIs), and providing ongoing telephony monitoring and troubleshooting to ensure system readiness and achievement of service level agreements. The specialist will also provide technical expertise in configuring back-end Verint Workforce Optimization software adapters, utilize unified Workforce Optimization functionality to address a broad range of contact center functions, and provide technical and analytical support to several large contact center sites. Strong oral and written communication skills are essential, with the ability to communicate technical topics to both technical and non-technical audiences, and interface with the customer daily. The role includes providing Contact Center application support and assistance, CCaaS application administration support, and identifying/researching process improvements or developing new processes as needed. All other duties as assigned or directed.

Requirements

Master's and 5+ years of experience, 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.
Bachelor’s degree with 7+ years of experience.
Must be able to obtain and maintain a Public Trust.
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.
Act as a 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.
Provide technical and analytical support to several large contact center sites.
Provide Contact Center application support and assistance.
Provide CCaaS application administration support.
Identify research process improvements or develop new processes as needed.