Contact Center IT Specialist (WFM & Quality Monitoring) Job in Tucson, Arizona US
Company Profile
Vangent is a leading global provider of Consulting, Systems Integration, Human Capital Management and Business Process Outsourcing services to government, commercial, education, and healthcare organizations. Vangent is a diverse, prosperous and rewarding place to work, where our employees are provided with competitive benefits, educational assistance and career growth opportunities. Every employee is valued for their talents and contributions, and takes pride in doing work that shapes the impact of services to our customers, aiding in the overall success of the company. Vangent is an Equal Opportunity Employer M/F/V/D.
Responsibilities
Contact Center IT Specialist (WFM Quality Monitoring) will be responsible for Tier 1 support and data administration at a specific Telephone Center site supporting the NICE IEX Workforce Management and NICE Perform Quality Monitoring systems. This individual will manage the site-specific user profiles, work rules, reporting, etc. The Contact Center IT Specialist will perform tasks including:
Modifying and Running reports for Quality Monitoring and WorkForce Management
Execute system test cases for rollout and ongoing configuration changes or upgrades
Serve as Tier 1 Support interacting with Tier 2 Application support to resolve user issues
Perform ad-hoc queries and reporting for both WorkForce Management and Quality Monitoring
Set up new agents and monitors in the NICE system
Participate in Change Control Board (CCB) meeting
Qualifications
BA/BS degree in management information systems, computer science, information technology, or equivalent experience.
At least 3 years experience data administration in a contact center environment including both Quality Monitoring and WorkForce Management knowledge.
Contact Center operational experience
Experience executing test scenarios on contact center automation software.
Knowledge and experience using automated WorkForce Management systems.
Knowledge and experience using automated Quality Monitoring systems.
Must be able to pass a OPM Background Check
Desired:
Specific experience with NICE WFM or NICE
Prior Public Trust level clearance or greater
MNST