Verint Contact Center Support Specialist

Leidos

Actively hiring
Woodlawn, MD Posted 28 days ago $73,450–$132,775 / year
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At a glance

AI generated

TL;DR

Leidos seeks a Verint Contact Center Support Specialist to join their mission-driven team supporting the Social Security Administration’s digital modernization. This role involves maintaining and enhancing Verint Workforce Management tools, developing custom reports, and optimizing contact center processes for over 65 million Americans monthly. The specialist will script, support, and implement call center functions using Verint Application Platform and other workforce management tools, ensuring system readiness and service level agreements are met. Essential skills include experience with Verint platforms, scripting, and supporting AWS Connect or Genesys applications. This position requires strong communication and analytical skills to collaborate effectively in a high-performing team dedicated to impactful public service.

Skills

Verint AWS Connect Genesys Python SQL PostgreSQL JavaScript HTML CSS React Node.js Docker Kubernetes Terraform CI/CD Git Jira Confluence Swagger RESTful APIs JSON

What you'll do

  • Maintain and enhance expertise on Verint products like Workforce Management and Quality Management.
  • Analyze and improve Workforce Optimization processes in real-time to identify issues and streamline operations.
  • Troubleshoot and monitor Performance Management data, ensuring Key Performance Indicators are accurately maintained monthly.
  • Provide technical support for back-end configuration of Verint Workforce Optimization software adapters.
  • Offer ongoing telephony monitoring and troubleshooting to ensure system readiness and compliance with service level agreements.
  • Deliver technical expertise and analytical support to multiple large contact center sites.

What we're looking for

  • 5+ years of experience supporting Verint platforms.
  • 3+ years as a Verint Application Consultant or similar role.
  • Experience in scripting and implementing Call Center functions.
  • Strong knowledge of workforce management tools like Verint Workforce Optimization.
  • Ability to provide technical support for Contact Center applications.

Market check

Salary context

This $73,450–$132,775 range sits above 3% of similar postings on FindRole.

Peer median band

$139,360–$230,000

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$156,900–$214,500

Middle half of comparable postings.

Based on 240 comparable postings.

* 240 is the maximum number of comparable postings sampled.

Employer

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations.

Leidos currently has 199 open roles on FindRole.

Listed pay typically runs $107,900–$195,050 across 187 roles with salary data.

Most-posted roles

View all roles at Leidos

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