Workforce Management and Contact Center Solutions Specialist

Title: Workforce Management and Contact Center Solutions Specialist

Location: Charlotte, NC (Onsite)

Job Description:

We are seeking a skilled and experienced Workforce Management and Contact Center Solutions Specialist to join our team in Charlotte, NC. The ideal candidate will have extensive experience in project and platform implementations, product support, and issue resolution with a focus on Contact Center ACD (Automatic Call Distributor) Workforce Management Reporting Systems. This role involves working with large enterprise solutions, utilizing various technologies and methodologies to ensure optimal performance and efficiency.

Responsibilities:

• Lead project and platform implementations for Contact Center ACD Workforce Management Reporting Systems.

• Provide comprehensive product support and effectively resolve issues, developing prevention plans to mitigate future risks.

• Collaborate with cross-functional teams to integrate and optimize Contact Center solutions for large enterprises.

• Manage and maintain SQL, Verint, Oracle, Alvaria, and Windows Server environments to ensure seamless operations.

• Implement and administer cloud integrations as needed.

• Utilize Agile and Kanban methodologies to manage workflows and project timelines.

• Develop and execute PowerShell scripts to automate tasks and improve system efficiency.

• Create and maintain relational databases and ensure data integrity and performance.

• Generate and analyze BI reports to provide insights and support decision-making processes.

Requirements:

• Workforce Management: Minimum 2 years of experience.

• Alvaria or Verint Product Expertise: Minimum 5 years of experience.

• Contact Center Solutions for Large Enterprises: Minimum 2 years of experience.

• SQL, Verint, Oracle, Alvaria, Windows Server Administration: Minimum 5 years of experience.

• Cloud Integration: At least 1 year of experience (preferred).

• Agile Kanban Methodology: At least 3 years of experience (preferred).

• Relational Database Experience: At least 1 year of experience (preferred).

• PowerShell Scripting: At least 2 years of experience (preferred).

• BI Reporting: At least 1 year of experience (preferred).

• Strong problem-solving and analytical skills.

• Excellent communication skills, both written and spoken.

• Ability to work independently and collaboratively within a team.

• Fluent in English (spoken) and intermediate to fluent in English (written).

• Bachelor’s degree in computer science, Information Technology, or a related field is preferred.

• Proven track record of successful implementations and support of Contact Center solutions.

Life at Capgemini:

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work

• Healthcare including dental, vision, mental health, and well-being programs

• Financial well-being programs such as 401(k) and Employee Share Ownership Plan

• Paid time off and paid holidays

• Paid parental leave

• Family building benefits like adoption assistance, surrogacy, and cryopreservation

• Social well-being benefits like subsidized back-up child/elder care and tutoring

• Mentoring, coaching and learning programs

• Employee Resource Groups

• Disaster Relief

About Capgemini:

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

Get The Future You Want |

Disclaimer:

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant

Ref: 1813586

Posted on: May 17, 2024

Experience level: Experienced (non-manager)

Contract Type: Permanent Full Time

Location:

North Carolina, US

Department: Financial Services

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.