Cloud Contact Center Support Specialist

The Amatriot Group; Woodlawn (MD); On-site; USD 98,000 - 122,000; Full time

Job summary

A technology consulting firm located in Woodlawn, MD is seeking a Call Center Systems Administrator to provide technical support and optimize call center functions. The ideal candidate will have 5 years of experience in call center platforms, strong scripting abilities, and excellent communication skills. This full-time position offers a salary range of $98,000 - $122,000, with on-site work required 5 days a week.

Qualifications

• 5 years of experience supporting Call Center platforms.
• 3 years as a Call Center Systems Administrator.
• Experience in scripting, supporting and implementing Call Center functions.

Responsibilities

• Provide technical and analytical support to large contact center sites.
• Act as a key technical resource during project implementations.
• Manage activities associated with Workforce Management resource calculation.

Skills

Call Center platforms support

Scripting ability

Analytical skills

Communication skills

Tools

AWS Connect

Genesys

Verint Open CCaaS Platform

Job description

Position Overview

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.

Key Responsibilities

• Provide technical and analytical support to several large contact center sites.
• Utilize unified Workforce Optimization functionality to address a broad range of contact center functions.
• Act 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.
• Manage 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, and 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.
• Perform all other duties as assigned or directed.

Qualifications

• 5 years of experience supporting Call Center platforms.
• 3 years of experience as a Call Center Systems Administrator.
• 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.

Preferred Qualifications

• 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.

Security Clearance

Must be able to obtain and maintain a Public Trust.

Location

Must be willing to work on-site in Woodlawn, MD 5 days a week.

Job Type

Full-Time.

Target Salary Range

$98,000 - $122,000.

Additional Information

Seniority level: Mid-Senior level. Employment type: Full-time. Job function: Strategy/Planning and Information Technology. Industries: IT Services and IT Consulting.