Job Title: Contact Center Solutions Specialist
Location: Charlotte NC
Job Summary:
We are seeking a highly skilled Contact Center Solutions Specialist to join our team. The ideal candidate will be responsible for project and platform implementations, providing product support, and resolving issues related to our Contact Center services. This role includes working on call recording, interaction analytics, call transcriptions, quality assurance, quality monitoring, storage migration, and other related services.

Key Responsibilities:

• Implement and manage Contact Center projects and platforms.
• Provide expert product support and resolution of issues, including developing prevention plans.
• Handle call recording systems and interaction analytics.
• Manage call transcriptions, quality assurance, and quality monitoring processes.
• Execute storage migrations and manage cloud storage integrations.
• Work with NICE Engage, Verint I360, NICE Nexidia, and Verint Speech Analytics.
• Administer Hitachi HCP or StorageGrid systems.
• Implement Contact Center solutions for large enterprises.
• Utilize Agile Kanban methodology for project management.
• Administer MSSQL Server and Windows Server environments.
• Administer Linux RHEL 8 servers.
• Develop scripts using Bash, Korn shell, and PowerShell.
• Write SQL scripts and generate BI reports.

Required Experience:

• Call Recording: 5 years
• Interaction Analytics: 3 years
• NICE Engage and/or Verint I360: 2 years
• NICE Nexidia and/or Verint Speech Analytics: 2 years
• Hitachi HCP or StorageGrid: 1 year
• Contact Center Solutions for Large Enterprises: 5 years
• Cloud Storage Integration: 1 year
• Agile Kanban Methodology: 3 years
• MSSQL Server Administration: 5 years
• Windows Server Administration: 5 years
• Linux RHEL 8 Server Administration: 5 years
• Bash and Korn Shell Scripting: 2 years
• PowerShell Scripting: 2 years
• SQL Scripting: 5 years
• BI Reporting: 1 year

Qualifications:

• Strong problem-solving skills and the ability to work independently.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects and prioritize tasks effectively.
• Experience working in a large enterprise environment.
• Familiarity with cloud storage solutions and data migration processes.
• Knowledge of Agile Kanban methodology.Life at Capgemini

Life at Capgemini:
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini:
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2023 global revenues of €22.5 billion.

Get The Future You Want | www.capgemini.com

Disclaimer:
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law