Cloud Contact Center Support Specialist

Centurion Consulting Group is hiring a Cloud Contact Center Support Specialist in Woodlawn, Baltimore County, MD. This role focuses on supporting and optimizing Verint workforce and quality management solutions for a high‑volume contact center environment.

Key Responsibilities

• Develop and maintain expert knowledge of Verint Application Platform, especially Workforce Management and Quality Management modules.
• Configure, script, and troubleshoot call‑center functions, ensuring optimal performance and adherence to service level agreements.
• Provide Tier‑2 and Tier‑3 support for cloud‑based contact center tools, handling escalations and root‑cause analysis.
• Collaborate with operations, training, and IT teams to implement best practices and continuous improvement initiatives.
• Generate and analyze performance reports, offering actionable insights to drive efficiency and customer satisfaction.
• Assist in onboarding new agents and administrators, delivering training on system usage and compliance.
• Stay current with industry trends and product updates to recommend enhancements.

Required Skills & Qualifications

• Proven experience with Verint Workforce Management and/or Quality Management tools.
• Strong background in scripting, configuring, and supporting cloud contact‑center platforms.
• Excellent problem‑solving abilities and experience with incident management processes.
• Effective communication skills for cross‑functional collaboration and end‑user training.
• Bachelor’s degree in Information Technology, Business Administration, or related field, or equivalent work experience.
• Ability to work independently and manage multiple priorities in a fast‑paced environment.

Compensation & Benefits

Salary range: $110,000 – $140,000 annually, commensurate with experience. Comprehensive health, dental, vision, 401(k) match, and paid time off.

Frequently Asked Questions

What Verint products should I be familiar with for this role?

You should have hands‑on experience with Verint Workforce Management and Quality Management modules, including configuration, scripting, and reporting.

Is remote work an option for the Cloud Contact Center Support Specialist?

The position is based in Woodlawn, Baltimore County and requires on‑site presence, though occasional remote work may be arranged per company policy.

What is the salary range for this position?

The annual salary ranges from $110,000 to $140,000, depending on experience and qualifications.