What are the responsibilities and job description for the Cloud Contact Center Support Specialist position at Congensys Corp.?
Job Description:
We are seeking an experienced Cloud Contact Center Support Specialist with strong expertise in Verint Workforce Optimization platforms and Contact Center technologies. This role requires hands-on experience in supporting, configuring, and optimizing enterprise-level contact center solutions.
Key Responsibilities:
- Serve as Subject Matter Expert (SME) for Verint Workforce Management (WFM) and/or Quality Management (QM)
- Configure and support Verint Workforce Optimization solutions
- Develop and maintain custom reports, metrics, and Advanced Scorecards
- Monitor and troubleshoot Verint Optimization Integration Server
- Perform KPI calibration, reporting, and performance management
- Provide ongoing telephony monitoring and support
- Support CCaaS applications and contact center platforms
- Analyze workflows to improve efficiency and eliminate bottlenecks
- Provide technical and analytical support across multiple contact center sites
Required Skills:
- Over all 13 years of experience
- 5 years of experience supporting Verint platforms
- 3 years as a Verint Application Consultant
- Experience with Workforce Management tools (Verint Open CCaaS Platform)
- Hands-on experience in call center scripting and implementation
- Experience with AWS Connect or Genesys
- Strong troubleshooting and system monitoring skills
Basic Qualifications:
- Bachelor’s degree with 7 years of experience (or equivalent experience)
- Must be able to obtain and maintain Public Trust Clearance
Preferred Skills:
- Experience with Amazon Connect or Genesys Cloud
- Prior Federal/Government project experience
- Strong communication, analytical, and documentation skills
- Ability to work in a fast-paced, client-facing environment
Additional Information:
- Onsite role – No remote option
- Must be comfortable working directly with stakeholders and end users
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