Job 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 applicati...