Job Description

Please Note:

• Its an 100% Onsite position
• Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week.

Key Required Skills:

• Experience in scripting to automate and streamline call center functions.
  
• Proven ability to support and implement call center services effectively.
  
• Familiarity with leading call center applications such as Amazon Connect and Genesys.

Position Description:

• Responsible for providing technical and analytical support to several large contact center sites.
• Participate as a key technical resource during project implementations and provide authoritative technical guidance to the customer and project team.
• 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.
• Identify research process improvements or develop new processes as needed
• Software Integration and Utilization: Leveraging Verint's reporting capabilities and other business intelligence tools to maximize software integration and utilization.
• SQL Database Management: Supporting SQL database operations for N8NN performance metrics reporting, ensuring accurate and efficient data handling.
• BI Migration Efforts: Facilitating the transition to new technologies such as Quicksight, Tableau, and WebFOCUS, enhancing business intelligence capabilities.
• All other duties as assigned or directed.

Requirements

Skills Requirements:

Basic Qualifications

• 5 years of experience in database administration and transformation.
  
• 3 years of experience as a reporting and visualization.
  
• Must be able to obtain and maintain a Public Trust. Contract requirement.
  

Required Skills:

• Data Analysis Expertise: Proficiency in data analysis, SQL development, and database administration.
  
• ETL and Development Skills: Experience in ETL processes and development, ensuring seamless data integration and transformation.
  
• Reporting and Visualization: Competence in reporting and visualization, particularly with tools like Tableau, to effectively communicate insights.
  
• Data Modeling: Strong skills in data modeling to support strategic decision-making.
  

Desired Skills:

• Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables. 
  
• Demonstrated excellence in research and writing ability. 
  
• Strong written and verbal communication, analytical and presentation skills; ability to engage clients and respond effectively to questions. 
  
• Self-starter, highly motivated individual who adapts to a dynamic work environment.
  
• Strong attention to detail with an ability to operate effectively across multiple priorities.
  
• Prior Federal government experience.

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