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.
