Surge IT
Overview
Cloud Contact Center Support Specialist at Surge IT. Onsite role in Woodlawn, MD. Local candidates or those willing to relocate ONLY.
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.
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 realtime 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 nontechnical 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.
Must be able to obtain and maintain a Public Trust. Contract requirement.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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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.
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 realtime 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 nontechnical 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.
Must be able to obtain and maintain a Public Trust. Contract requirement.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
#J-18808-Ljbffr