Cloud Contact Center Support Specialist
At TAYS, every team member is vital. We recognize and celebrate diverse insights, believing they fuel our innovative spirit. We are not just tech-savvy; we are people-centric. you will have a voice. Your unique perspective will help us solve complex problems, and we welcome your ideas. Here, you will collaborate closely with our clients, forging lasting relationships. We are on a quest for the brightest minds who relish technical challenges. If you are ready to contribute to our vibrant high-tech and high-touch community, let's uncover possibilities together!
Opportunity:
TAYS is seeking a Cloud Contact Center Support Specialist to join our dynamic team! The Cloud Contact Center Support Specialist contributes to various projects within a federal agency. This role is based in Woodlawn, MD, and requires a qualified candidate with robust analytical, problem-solving, and communication skills, coupled with keen attention to detail.
The candidate must be local to the DMV area. Must be on-site five days a week in Woodlawn, MD
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 real-time 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 non-technical 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.
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.
*** Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week.
FACTORS TO HELP YOU SHINE (Required Skills)
- These skills will help you succeed in this position:
- Experience in scripting, supporting and implementing Call Center functions and services.
- Experience with supporting Call Center Applications such as AWS Connect or Genesys.
Experience in workforce management tools including Verint Open CCaaS Platform.
HOW TO STAND OUT FROM THE CROWD (Desired Skills)
- Showcase your knowledge of modern development through the following experience or skills:
- Experience in developing Customer Service and Support initiatives.
- Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.
- Demonstrated excellence in research and writing ability.
- Strong written and verbal communication, analytical and presentation skills; ability to engage clients and respond effectively to questions.
- Self-starter, highly motivated individual who adapts to a dynamic work environment.
- Strong attention to detail with an ability to operate effectively across multiple priorities.
- Prior Federal government experience.
Education:
Bachelor’s degree with 7+ years of experienceMust be able to obtain and maintain a Public Trust. Contract requirement.
Why TAYS is the Perfect Place for You
:
- Flexibility: Enjoy work-life harmony with our flexible working options.
- Remote Work: While our heart is in Baltimore, most of our roles support remote work.
- Benefits: Competitive packages, including tuition reimbursement.
- Leisure: Generous PTO, including 11 federal holidays and 2 floating holidays.
- Team Events: Quarterly gatherings for team bonding or community service.
- Military Friendly: We value the dedication and discipline of veterans and service members and urge them to apply.
Commitment to Diversity:
TAYS Inc. is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.
100000.00 To 115000.00 (USD) Annually
