CCaaS Support Technician

Job Title: CCaaS Support Technician

Location/ Work Structure: Hybrid, Cincy, Cleveland

Who we are: Vernovis is a Total Talent Solutions company specializing in Technology, Cybersecurity, Finance & Accounting functions. At Vernovis, we help these professionals achieve their career goals, matching them with innovative projects and dynamic direct-hire opportunities in Ohio and across the Midwest.

What You'll Do:

• System Administration:
• Configure, manage and support the RingCentral InContact platform.
• Monitor system performance and ensure optimal functionality.
• Perform routine maintenance and updates to the system.
• Technical Support:
• Provide Level 1 and Level 2 support for all contact center-related issues.
• Troubleshoot and resolve technical problems related to the RingCentral InContact platform.
• Coordinate with RingCentral support for advanced issue resolution.
• User Training and Support:
• Assist in training end-users on the use of the RingCentral InContact platform.
• Develop and maintain user guides and training materials.
• Provide ongoing support and guidance to contact center agents and supervisors.
• Integration and Optimization:
• Collaborate with IT and other departments to integrate RingCentral InContact with other business systems.
• Identify opportunities for improving contact center processes and implementing best practices.
• Reporting and Analytics:
• Generate and analyze reports on contact center performance and usage.
• Provide insights and recommendations based on data analysis to improve service delivery.
• Compliance and Security:
• Ensure compliance with industry regulations and organizational policies.

Maintain the security and integrity of the contact center system.

What Experience You'll Have:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of experience in a technical support role, preferably in a contact center environment.
• Experience with RingCentral InContact or similar CCaaS solutions.
• Strong technical troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in using reporting and analytics tools.
• Knowledge of integration methods and tools.
• Certification in RingCentral InContact or other CCaaS platforms.
• Experience with omni-channel contact center environments.
• Familiarity with CRM systems and their integration with contact center solutions.
• Excellent documentation skills.