Verint Implementation Specialist
Insight Global
Workforce Optimization Technical Support
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.