DescriptionLeidos is seeking a Contact Center Junior Developer with strong experience with managing queues, skills, users, and administrative changes in the Call Center CXone application.Our Leidos Customer Service team supports the US Department of Housing and Urban Development (HUD), Office of Single-Family Housing in their Mission to create strong, sustainable, inclusive communities and quality affordable homes for all.This is an opportunity to build on technical skills while working closely with the Call Center IT Project Manager, Test Manager, and various IT resources. The opportunity is in support of the digital modernization of HUD’s FHA Resource Center and support of the HUDCentral program.Job duties include:
Responsible for professionally interacting with internal customers to probe for and understand agency mission needs.
Responsible for managing users, skills, and reports in the NICE inContact CXone application to support operational needs.
Responsible for backing up lead IT telephony engineer by completing IVR changes in both regular releases and emergency change requests.
Responsible for meeting with internal program managers and customers to analyze and understand program requirements, customer goals, and future needs.
Responsible for managing contact center modernization projects, working in conjunction with other IT and management staff.
Responsible for proactively suggesting and delivering continuous improvements by analyzing existing business operations and identifying technical solutions that will improve efficiency, performance, and the user experience.
Responsible for improving contact center efficiency and customer service.
Responsible for completing detailed meeting minutes for technical change meetings.
Responsible for completing and documenting testing for both CXone changes and Salesforce CRM changes.
Other duties as assigned.
Required Skills:
Bachelor's degree
Minimum of 2+ years of experience providing contact center operations management support for federal agencies and/or government contractors.
Ability to successfully obtain a Public Trust Security clearance, which includes a credit check and background investigation
Ability to write and maintain detailed documentation of technical system processes.
Strong knowledge/experience with NICE inContact CXone.
Experience with Customer Relationship Manager (CRM) user testing.
Knowledge of and ability to apply Agile/Scrum development methodologies to contact center IT modernization projects.
Ability to work east coast hours (9:00 am ET - 5:00 pm ET)
Strong knowledge of contact center technologies and solutions such as:
ACD
IVR
CTI
CRM
Reporting
Performance Management
Preferred Qualifications:
Workforce Management Experience including NICE WFM forecasting.
Contact Center Project Management experience.
Experience with Agile product development rhythms.
Come join our rapidly growing team and enjoy these benefits:
Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, and Voluntary Disability plans.
Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks your first year.
Ten paid holidays per year.
Ongoing training to promote your success.
Tuition reimbursement is based on Leidos' policy.
Discounted Leidos stock purchase and other Employee Discounts.
Leidos is a global leader providing solutions to make the world safer, healthier, and more efficient through technology, engineering, and science. Our company believes in engaging, developing, and empowering our diverse and valued people to foster a culture of creativity and growth.HUDFHAOriginal Posting Date:2024-03-01While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.Pay Range:Pay Range $65,000.00 - $117,500.00The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.#RemoteREQNUMBER: R-00130120All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.