What are the responsibilities and job description for the Cloud Contact Center Support Specialist position at Surge InfoTech LLC?
“5-day onsite role in Woodlawn, MD. Open to 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.
About Surge InfoTech LLC
We are an IT Consulting Company specializing in transformative solutions. We provide comprehensive services including Enterprise Architecture, Application Modernization, and Talent Management. With a focus on innovation and efficiency, we empower businesses to navigate the complexities of the digital landscape. Our dedicated team of experts collaborates closely with clients to optimize their IT infrastructure, streamline applications, and cultivate a high-performing workforce. Through cutting-edge technologies and strategic insights, we drive sustainable growth and enhance operational excellence for organizations of all sizes.