Verint Contact Center Support Specialist

Leidos•Baltimore, MD

3d•$73,450 - $132,775•Onsite

About The Position

Leidos is seeking a Verint Contact Center Support Specialist to be part of the mission solution and help lead SSA’s Digital Modernization Strategy. Join one of our high performing teams responsible for building the next-generation enterprise APIs and modern responsive user interfaces, supporting the Social Security Administration (SSA) and their mission to meet the changing needs of the public, positively impacting at least 65 million American lives per month. We are a team of forward-looking professionals in need of a strong candidate with these key required skills: Experience in workforce management tools including Verint Application Platform. Experience in scripting, supporting and implementing Call Center functions and services. Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week. Our teams are dedicated to supporting new team members in an environment that celebrates knowledge sharing and mentorship. Experienced team members will be assigned to new hires for one-on-one mentoring, collaborative reviews, and coaching on customer engagement to help each new hire successfully onboard and demonstrate their skills. Projects and tasks are assigned in a way that leverages your strengths and will help you further develop your skillset.

Requirements

5 years of experience supporting Verint platforms.
3 years of experience as a Verint Application Consultant.
Bachelors degree with 7+ years of experience. Additional years of experience may be substituted in lieu of degree.
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.
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.