WFM Engineer Contract Job 100% Remote

Zeektek; United States; Remote; USD 90,000 - 170,000; Part time

Job summary

A leading company in technology is seeking a mid-senior level contract engineer to support contact center capabilities. This role involves system configuration, user management, and operational support to ensure optimal functionality and efficiency within the contact center environment. Ideal candidates will have expertise in both user management and reporting to contribute to project success.

Qualifications

• Experience in user account management and configuration for contact center applications.
• Knowledge in generating reports and handling support tickets.
• Mid-senior level expertise in Information Technology.

Responsibilities

• Manage user accounts and security settings.
• Configure and maintain contact center systems.
• Address and resolve support tickets from users.

Skills

User Management

Configuration Management

Reporting

User Support

Job description

4 days ago Be among the first 25 applicants

This project involves engaging three resources to provide configuration, maintenance, and operational support for contact center capabilities, including Telephony, Workforce Optimization (WFO), Workforce Management (WFM), and Quality Management. The primary focus is on activities related to system configuration and services provided. The project will deliver support services, operational assistance, and testing of new functionality and integrations impacting out-of-the-box configuration.

Project Objectives:

• Ensure the reliable operation of contact center systems through expert configuration and maintenance.
• Provide operational support for telephony, workforce management, and quality management systems.
• Test new features and integrations to maintain system integrity and performance.
• Support user access and reporting requirements to meet business needs.
• Primary Responsibilities:User Management:
• User account additions, deletions, and modifications.
• Administration of security profiles, roles, and routing profiles.
• Management of tags for user accounts and service accounts.

Application Configuration:

• System administration for out-of-the-box configurations.
• Collaborate with business users to implement configuration changes.

Reporting:

• Configure both standard and custom reports using available tools.
• Manage data imports, exports, and ETL tasks.
• Generate ad-hoc reports for audits, user activity, and performance tracking.

User Support:

• Address support tickets from business users, administrators, and IT teams.
• Coordinate with vendors for unresolved issues.
• Participate in an on-call rotation to handle high-priority incidents.
• Review feature roadmaps and suggest relevant updates.

Project Support:

• Execute the above tasks as part of ongoing and new projects.
• Implement services from vendor-supplied features.
• Test features impacting configuration or reporting.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Media

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