Cloud Contact Center Analyst

Position Overview

Leidos is seeking a Cloud Contact Center Support Specialist to be part of the mission solution and help lead SSA’s Digital Modernization Strategy. You will support the next-generation enterprise APIs and modern responsive user interfaces for the Social Security Administration, positively impacting over 65 million American lives each month. Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week.

Key Responsibilities

• Provide technical and analytical support to several large contact center sites.
• Utilize unified Workforce Optimization functionality to address a broad range of contact center requirements.
• Participate as a key technical resource during project implementations and provide authoritative technical guidance.
• Improve Workforce Optimization processes by mapping and analyzing them in near real-time to identify variances, bottlenecks, and opportunities for streamlining.
• Manage Workforce Management resource and schedule calculation, monitoring, and evaluation.
• Demonstrate strong oral and written communication skills to convey technical topics to both management and non-technical audiences.
• Provide Contact Center application and CCaaS administration support.
• Identify research process improvements or develop new processes as needed.
• Perform all other duties as assigned or directed.

Required Qualifications

• BS Degree and 5 years of experience (additional years may substitute for a degree).
• 5 years of experience supporting Call Center platforms.
• 3 years of experience as a Call Center Systems Administrator.
• Must be able to obtain and maintain a Public Trust.
• Experience in scripting to automate and streamline call center functions.
• Proven ability to support and implement call center services.
• Experience with call center applications such as Amazon Connect or Genesys.
• Experience using workforce management tools including Verint Open CCaaS Platform.

Preferred Qualifications

• Experience in developing Customer Service and Support initiatives.
• Strong organizational and project management skills with the ability to work under tight deadlines.
• Demonstrated excellence in research, writing, and presentation skills.
• Self-starter with high motivation, adaptability, and a keen eye for detail while managing multiple priorities.
• Prior Federal government experience.

Benefits & Perks

• Competitive Compensation: Pay Range $72,150.00 - $130,425.00
• Health and Wellness Programs
• Income Protection
• Paid Leave and Retirement