"Workforce Optimization Support Specialist"

Workforce Optimization Support Specialist

Company: University of Oklahoma

Category: IT Support and Training

Type: Full-Time

Job Number: 252664

Organization: OU - Ctr for Public Mgmt

Job Location: Oklahoma-Norman

Work Schedule: M - F 8am - 5pm

Work Type: Hybrid

Salary Range: Targeted salary $19.50 - $21.00/hr based on experience

Benefits Provided: Yes

Required Attachments: Resume, Cover Letter

Job Description

If you want to make a positive impact in the lives of Oklahomans, join us at the Center for Public Management (CPM) because that is what we do daily. CPM is a department within the College of Continuing Education at the University of Oklahoma. We provide public sector agencies, staff, service providers, clients and community partners training, research and consultant support for professional and programmatic development. We deliver cost-effective, customer-oriented solutions that are tailored to meet unique needs and situations.

The Workforce Optimization Support Specialist provides subject matter expertise and assistance to users within the CXone Contact Center platform and affiliated modules. This position will be responsible for providing product information, account maintenance, product training and support needs of the end users.

They will interact with and support end users from multiple contact centers; serve as a technical resource providing troubleshooting and customer assistance on CXone software related issues. Document troubleshooting steps and resolutions, collaborate with peers to identify trending issues and provide feedback on business needs or opportunities. Demonstrate high integrity and maintain professional internal and external relationships that meet the department's core values. Performs various duties as needed to successfully fulfill the function of the position.

This position may be eligible for hybrid work.

Job Requirements

Required Education: High School Diploma or GED, AND:

• 18 months experience in data analysis, project coordination, or related experience.

Skills:

• Ability to communicate verbally and in writing
• Ability to understand written material and instructions
• Excellent customer service skills
• Basic computer skills
• Detail oriented
• Ability to research information to obtain an answer or solution to a problem in a timely manner

Certifications: None

Advertised Physical Requirements:

• Ability to sit and talk for prolonged periods.
• Hand and finger dexterity.
• Engage in repetitive motion of the wrist, hand, and fingers.
• Standard Office Environment.

Departmental Preferences:

• 24 months professional IT support experience.
• Experience with NICE CXone contact center software.
• Experience with contact center ticketing systems.

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing

Hiring contingent upon a Background Check?: Yes

Job Posting: Dec 4, 2025