Cloud Contact Center Support Specialist
Cloud Contact Center Support Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Hi There
I am Mahmood Bafana Senior Talent Acquisition Specialist with Technogenic we are looking to hire a Talented Professional with below skill set to work with one of our clients and came across your profile and wondering if you might interested or exploring the job market if so Please share me your resume at
Position: Cloud Contact Center Support Specialist
Location: Woodlawn MD
Duration: Contract
Job Description:
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.
Position Description
- 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.
Detailed Skills Requirements
FOUNDATION FOR SUCCESS (Basic Qualifications)
- 5 years of experience supporting Call Center platforms.
- 3 years of experience as a Call Center Systems Administrator.
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.
Education
- Bachelors degree with 7 years of experience
Best Regards
Employment Type
Full-time
