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Collects and analyzes workforce staffing, utilization, capacity, and trend data for an enterprise contact center. Identifies staffing gaps, creates interval forecasts and quality reports, performs Erlang and occupancy modeling, and provides recommendations to service delivery teams and suppliers. Coordinates scheduling, staffing, resource planning, and performance discussions with internal and external stakeholders. Requires advanced Excel, Power BI, Power Query, and workforce management expertise, with Calabrio or Teleopti experience preferred.

Provide advanced technical support and troubleshooting for Exchange and Outlook environments. Responsibilities include diagnosing mail flow, SMTP, connectivity, authentication, Active Directory, DNS, and certificate issues; performing upgrades, migrations, optimization, and health checks; developing solutions; preparing incident and root-cause reports; and collaborating with enterprise customers on resolution and knowledge transfer.