What are the responsibilities and job description for the Cloud Contact Center Support Specialist position at TechPerm Incorporated?
Position Title: Cloud Contact Center Support Specialist
Key Required Skills
• Workforce management experience with Verint tools
• Ability to script, support, and implement call‑center functions and services
Position Summary
• Serve as SME for Verint Workforce and Quality Management, including custom reports, metrics, and Advanced Scorecards
• Improve Workforce Optimization processes and identify bottlenecks
• Monitor and troubleshoot Verint Integration Server and telephony systems
• Maintain monthly KPI and performance management data
• Configure Verint WFO adapters and support unified WFO functions
• Provide technical and analytical support across multiple large contact centers
• Deliver daily application, CCaaS, and contact‑center support
• Communicate clearly with both technical and non‑technical audiences
• Identify and implement process improvements
• Perform related duties as assigned
Minimum Requirements
• 5 years supporting Verint platforms
• 3 years as a Verint Application Consultant
• Bachelor's degree with 7 years of experience (or equivalent); must obtain and maintain Public Trust
• On‑site work required in Woodlawn, MD (5 days/week)
Desired Qualifications
• Master’s 5 years, Bachelor’s 7 years, or 13 years experience in lieu of degree
• Experience with AWS Connect or Genesys
• Experience with Verint Open CCaaS Platform
• Strong organizational, research, communication, and project‑management skills
• Ability to manage multiple priorities and deliver high‑quality work under deadlines
• Experience in customer service/support initiatives
• Federal experience preferred
• Self‑starter with strong attention to detail