Database Technical Support Specialist

Job Title

Description of Work:

Experience in scripting to automate and streamline call center functions. Proven ability to support and implement call center services effectively. Familiarity with leading call center applications such as Amazon Connect and Genesys.

Responsible for providing technical and analytical support to several large contact center sites.

Participate as a key technical resource during project implementations and provide authoritative technical guidance to the customer and project team.

Demonstrate strong oral and written communication skills, with the ability to communicate technical topics to management and non-technical audiences, as well as interface with the customer on a daily basis.

Identify research process improvements or develop new processes as needed

Software Integration and Utilization: Leveraging Verint's reporting capabilities and other business intelligence tools to maximize software integration and utilization.

SQL Database Management: Supporting SQL database operations for N8NN performance metrics reporting, ensuring accurate and efficient data handling.

BI Migration Efforts: Facilitating the transition to new technologies such as Quicksight, Tableau, and WebFOCUS, enhancing business intelligence capabilities.

All other duties as assigned or directed.

Basic Qualifications: Minimum knowledge, skills, abilities needed.

5 years of experience in database administration and transformation.

3 years of experience as a reporting and visualization.

Data Analysis Expertise: Proficiency in data analysis, SQL development, and database administration.

ETL and Development Skills: Experience in ETL processes and development, ensuring seamless data integration and transformation.

Reporting and Visualization: Competence in reporting and visualization, particularly with tools like Tableau, to effectively communicate insights.

Data Modeling: Strong skills in data modeling to support strategic decision-making.

Preferred Qualifications: Candidates with these skills will be given preferential consideration.

Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.

Demonstrated excellence in research and writing ability.

Strong written and verbal communication, analytical and presentation skills; ability to engage clients and respond effectively to questions.

Self-starter, highly motivated individual who adapts to a dynamic work environment.

Strong attention to detail with an ability to operate effectively across multiple priorities.

Prior Federal government experience.