Job type full-time
Full job description
Verint operations support administrator
Overview of position
The operations support administrator will support and manage the verint workforce optimization and workforce management product v15This will include administration of recording, integration, monitoring, and workflowIn addition, this individual will be responsible for report automation as well as acting liaison between production and the help desk.
This position is remote/work from home.
What will be my duties and responsibilities in this job?
Administer the verint wfo and wfm application
Collaborate with telephonic engineers and vendor for application support
Continuous monitoring of production environments
Point of contact (poc) for troubleshooting and fixing any wfo related issues
Partner with various departments to understand business requirements and covert these to technical configuration
Manage technical projects (build, plan, document, train) pertaining to wfo systems
Provide subject matter expertise on the technical capabilities of these applications
Apply patches and bundles to applications
Estimate work effort and develop project work plans
Technical back end experience and support for verint products (recording, qm, wfm, speech, dpa, performance management, back office)
Develop productivity reports and interactive dashboards
Update and work on tickets and tasks assigned in a timely manner
What are the requirements needed for this position?
5+ years of technical configuration and administration of verint optimization system experience
5+ years technical experience with windows and active directory system administration
5+ years working with cisco unified intelligence center
5+ years working in a contact center environment (@ minimum 300+ seat contact center)
5+ years of contact center workforce optimization experience
2+ years of data analysis experience capturing, storing and reporting historical statistics (call volumes, aht, service level, forecast accuracy, etc.)
2+ years of report automation with vba macros in excel
Must have strong mathematical and statistical skill set to maintain accurate data reporting and analysis
Intermediate knowledge of acd/call routing
Strong experience with wfo, pbx, dialer, acd, cti, voip, ivr/vru, and call center practices
Knowledge of sql server database and sql server reporting
Strong experience with analytical tools such as ms access, ms excel, vba, and other statistical packages
What other skills/experience would be helpful to have?
Experience with power bi is a plus
Keen attention to detail and accuracy
Excellent organizational and time-management skills to handle multiple tasks and priorities.
Ability to work with little supervision.
Excellent computer skills and the ability to navigate through multiple systems without assistance
Excellent written and verbal communication skills to effectively interact with colleagues.
Ability to communicate clearly and concisely with others, including the presentation of reports and recommendations to client management team.
Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation.
Must be able to work independently as well as thrive in a fast-paced, dynamic, team environment.
Strong desire to build best practices in the team to help enable your team members` mutual success as the organization continues to grow.
Process minded; continually focused on ways to improve workforce management processes and effectiveness.
What are the working conditions and physical requirements of this job?
Prolong use of the computer
Sitting for long periods of time
Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!
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