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• 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.

The pay range for this position is $80/hr - $86/hr

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