Cloud-Based Contact Center Solution (UCaaS/CCaaS /IVR) Technical Trainer / Technician

Job Locations US-DC-Washington
Requisition ID
2023-132550
Position Category
Other / Technical
Clearance
Public Trust
Sector
Citizen Security & Public Services

Responsibilities

Peraton is seeking a Technical Trainer / Technician to join our team of qualified, diverse individuals. The qualified applicant will join the support team as part of a Call Center as a Service program for an existing government contract. The Technical Trainer / Technician will be part of the Call Center’s Escalation Support team onboards ~100 new users monthly. The Technical Trainer / Technician will be responsible for training the new IVR users and update the existing internal and external training material, as well as ad-hoc requests for refresher trainings. Will also be responsible for training all existing IVR users on the new CCaaS solution and assist in Service Desk-related activities. Must have IVR/CCaaS related experience. This position will work closely with Federal Managers, Subject Matter Experts, Sr. Engineers, and Service Desk technicians. After-hours support may be required. ***MUST HAVE ABILITY TO WORK ON-SITE***

 

Day to Day Roles and Responsibilities:

  • Designs and delivers programs to train all levels of personnel
  • Formulates teaching outline and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops
  • Develops tests and visual aids, conducts training classes, and develops criteria for evaluating effectiveness of training activities
  • Collaborates with Service Desk, Operations, and Engineering to identify program needs, obtain technical data and schedules programs
  • Keeps abreast of training and development research: learning theory and new materials, methods, and techniques
  • Confers with management, employees and clients to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies
  • May evaluate and/or oversee contractors or vendors to develop and/or administer training programs
  • Execute ad hoc tasks from OCIO upper management and customers
  • Tier II/III Support - Review ServiceNow INCs/TASKs; Monitor status, assign, and update tickets as needed

Qualifications

Basic Qualifications:

  • Bachelor's Degree and 5-7 years’ experience, or Master's Degree and 3-5 years experience or high school diploma/equivalent and  9 minimum relevant years of experience
  • Contact Center solution experience are required
  • Training Management experience required
  • Incident and Problem resolution experience required 
  • Change and Release Management experience required
  • Knowledge of ServiceNow or other ITSM for reporting
  • US Citizenship or Green Card holder is required; must have the ability and maintain a Public Trust clearance

 

Preferred Qualifications:

  • Ability to manage 7+ team members in a matrixed, fast moving and highly charged political government environment while maintaining team focus, productivity, and delivery
  • Manage the system Service Desk, staffing, rotation schedules, and ServiceNow tickets. Make sure the team meets the meeting Service Level Agreements (SLAs).
  • Experience leading senior technical resources, working together on strategy, technical solutions and customer needs
  • Requires knowledge of the telephony applications and platforms such as Avaya, Cisco, Genesys, TalkDesk, NICE CX, AWS Connect, etc.
  • Highly experienced with Cloud-based Contact Center As A Service (CCaaS)
  • Deep understanding in call center/telephony data and backend monitoring and reporting tools.
  • Strong client facing consulting skills and excellent communication skills

Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.

Target Salary Range

$66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors.

EEO Tagline (Text Only)

An Equal Opportunity Employer including Disability/Veteran.

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