Verint Implementation Specialist

• 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.

• 5 years of experience supporting Call Center platforms.
• 3 years of experience as a Call Center Systems Administrator.
• 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. - 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