Cloud Contact Center Support Specialist

Akkodis is seeking a highly experienced Cloud Contact Center Support Specialist for a Contract position with a client in Woodlawn, MD . This role requires 5 days per week onsite and strong expertise supporting Verint Workforce Management and Contact Center (CCaaS) platforms. The ideal candidate will serve as a subject matter expert, providing technical, analytical, and application support to large enterprise contact center environments.

Rate Range:

$50/hour to $57/hour on W2; The rate may be negotiable based on experience, education, geographic location, and other factors. Cloud Contact Center Support Specialist job responsibilities include: Maintain and grow subject matter expertise in Verint products, including Workforce Management (WFM) and Quality Management, along with industry best practices. Serve as an SME in Verint Workforce Management, including development and configuration of custom reports, metrics, and Advanced Scorecards. Improve Workforce Optimization processes by mapping, analyzing, and monitoring near real‑time performance to identify bottlenecks and improvement opportunities. Monitor and troubleshoot Verint Optimization Integration Server, ensuring system stability and performance. Perform monthly calibration and maintenance of Performance Management data, including Key Performance Indicators (KPIs). Provide ongoing telephony monitoring and troubleshooting to ensure system readiness and achieve service level agreements (SLAs).

Required Qualifications:

Bachelor's degree required (or equivalent experience as outlined above). 5+ years of experience supporting Verint platforms. 3+ years of experience as a Verint Application Consultant. Bachelor's degree with 7+ years of experience, Master's degree with 5+ years, or 13+ years of experience in lieu of a degree. Experience with Call Center applications such as Amazon Connect or Genesys. Must be able to obtain and maintain a Public Trust clearance. Must be willing to work onsite in Woodlawn, MD five days per week. Nice‑to‑

Have Skills:

Experience developing Customer Service and Support initiatives. Strong organizational and project management skills with ability to work under tight deadlines. Demonstrated excellence in research, documentation, and technical writing. Strong analytical and presentation skills with the ability to engage clients effectively. Self‑starter with the ability to adapt in a dynamic work environment. Strong attention to detail and ability to manage multiple priorities concurrently. If you are interested in this role, then please click

APPLY NOW.

For other opportunities available at Akkodis, or any questions, feel free to contact me at Rakesh.

Kumar@ akkodisgroup.com.

Pay Details:

$50.00 to $57.00 per hour Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Equal Opportunity Employer/Veterans/Disabled Military connected talent encouraged to apply To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: The California Fair Chance Act Los Angeles City Fair Chance Ordinance Los Angeles County Fair Chance Ordinance for

Employers San Francisco Fair Chance Ordinance Massachusetts Candidates Only:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.