Cloud Contact Center Analyst

Leidos is seeking a Cloud Contact Center Support Specialist to be part of the mission solution and help lead SSAs 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 scripting to automate and streamline call center functions. Proven ability to support and implement call center services effectively. Familiarity with leading call center applications such as Amazon Connect and Genesys. Experience in utilizing workforce management tools to optimize staffing and scheduling. This role is crucial in ensuring the smooth operation of cloud-based contact center services driving both agent performance and customer satisfaction.

*** Selected candidate must be willing to work on-site in Woodlawn MD 5 days a week.

If this sounds like a mission you want to be a part of keep reading!

TEAM CULTURE

Your passion and values might be a good fit for our teams if you answer yes to the following questions:

• Are you looking for a company that puts employees first with a focus on career flexibility and well-being
• Do you enjoy collaborating with colleagues and teammates and believe that the best ideas are fostered in an inclusive environment
• Are you searching for a team with a strong sense of ownership urgency and drive for daily mission success
• Are you comfortable with proactive outward communication and technical leadership
• Do you enjoy being a catalyst solving complex problems and providing innovative solutions
• Do you have the flexibility creativity and resilience to pivot the mission for success
• Do you have the courage to make tough ethical decisions with pride transparency and respect

MENTORSHIP & CAREER GROWTH

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.

DAY TO DAY RESPONSIBILITIES

Every position we take is more rewarding when you know the why behind your work makes a difference to support those who need it most. If your passion is enabling life changing service to those around you this is the place for you. Find you passion in a team environment where all members are valued regardless of contractor or employee status. Find your Why with us and take your place in our Leidos Family!!

• 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.

FOUNDATION FOR SUCCESS (Basic Qualifications)

BS Degree and 5 years of experience. Additional years of experience may be substituted in lieu of degree.

• 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. Contract requirement.

FACTORS TO HELP YOU SHINE (Required Skills)

These skills will help you succeed in this position:

• 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)

Showcase your knowledge of modern development through the following experience or skills:

• Experience in developing Customer Service and Support initiatives.

• 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.

At Leidos we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers success. We empower our teams and contribute to our communities. Everything we do is built on a commitment to do the right thing for our customers our people and our community. Our Mission Vision and Values guide the way we do business. Every position we take is more rewarding when you know the why behind your work makes a difference to support those who need it most. If your passion is enabling life changing service to those around you this is the place for you. Find your passion in a team environment where all members are valued regardless of contractor or employee status. We are excited for you to take your place in our Leidos Family.

Are you an US citizen US resident or Visa candidate and think you might fit We recommend you apply and start the conversation today! Join us in supporting our SSA contracts in Woodlawn Maryland.

ITSSCII

At Leidos we dont want someone who fits the moldwe want someone who melts it down and builds something better. This is a role for the restless the over-caffeinated the ones who ask whats next before the dust settles on whats now.

If youre already scheming step 20 while everyone else is still debating step 2 good. Youll fit right in.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.