• Monitor real-time contact center performance, including call volume, queue activity, service levels, and agent adherence • Manage execution of daily workforce schedules and identify staffing adjustments as business needs change • Communicate real-time operational updates and recommendations to leadership teams • Monitor performance metrics and notify leadership of operational risks, service level concerns, or staffing challenges • Support workforce management activities by tracking adherence, attendance, schedule compliance, and productivity metrics • Collect, maintain, and analyze operational data to support performance measurement and reporting • Assist in problem resolution and escalate operational issues when appropriate • Generate reports and provide business updates to support strategic and operational planning • Collaborate with supervisors, managers, and workforce management teams to optimize resource allocation • Support continuous improvement efforts by identifying trends and recommending operational enhancements • Utilize workforce management and telephony systems to monitor performance and support business objectives • Maintain accurate records and ensure data integrity across reporting and workforce management tools

• Monitor and manage real-time contact center performance, including call volume, queue management, service levels, and agent adherence • Oversee daily operational activities to ensure efficient allocation of resources and achievement of performance targets • Analyze operational data to identify trends, risks, and opportunities for improvement • Partner with workforce management, operations leadership, and business stakeholders to support staffing and service delivery decisions • Coordinate and support operational projects, initiatives, and process improvements across the contact center environment • Conduct audits and reviews of operational processes, procedures, and business initiatives to evaluate effectiveness and efficiency • Develop reports, dashboards, and performance analyses to support operational decision-making • Investigate operational issues and recommend solutions to improve productivity, customer experience, and business performance • Assess the impact of business changes, new initiatives, and external factors on operational performance • Communicate operational insights, recommendations, and risks to leadership and key stakeholders • Support continuous improvement efforts by identifying process optimization opportunities and implementing best practices • Collaborate with cross-functional teams to ensure consistency and alignment across operational functions

Role Description Client Agency is Defense Logistics Agency. The Cloud Computing Specialist will be a subject matter expert regarding Certification and Accreditation (C&A) and will have a broad coverage of the application of the National Institute of Standards and Technology (NIST) Risk Management Framework (RMF) standards and guidance as outlined in the NIST Special Publication(s) (SP) 800-53 and 800-37 (Current versions). - Maintains current Cloud Computing Security Certification. - Works independently with substantial cloud computing security knowledge. - Identifies, manages, and resolves cloud computing security risk and implements “best practices” as applied within a cloud environment. - Works closely with the DLA LEGACY AMPS PMO, provides DLA tenancy services, and delivers additional capabilities to the AMPS Oracle Cloud Infrastructure (OCI) hosting environment. - Secures and isolates the cloud tenancy to effectively create, organize, integrate, and administer cloud resources. - Researches, recommends, and implements new OCI services as they become available to benefit operations. - Administers middle and web tiers, single sign-on (SSO), and creates and manages users and groups. Qualifications - Must possess IT-II security clearance or have a current National Agency Check with Local Agency Check and Credit Check (NACLC). - Must possess a DoD Approved 8570 Baseline Certification for Category IAM Level I. - Must possess a Cloud Computing Security Certification (e.g., Certified Cloud Security Professional [CCSP], Certificate of Cloud Security Knowledge [CCSK], or an OCI Specialty Certification). - Five (5) years of experience in DoD Impact Level 5 (IL5) Oracle Cloud Infrastructure (OCI) administration, maintenance, and support. - Possess OCI IT Service experience in multiple technical areas, including Information Systems Architecture, Security Engineering (policies, STIGs, DoW Cloud SRG, etc.), and Communications and Network Systems Management. - Risk Management Framework (RMF) and NIST C&A experience. - DOD Cybersecurity experience. - Experience in assessing Cybersecurity Controls and conducting C&A reviews for large, complex Information systems. - Experience with modern and dynamic computing (e.g., hybrid computing, edge computing, cloud native microservices) and networking protocols or standard Internet of Things (IoT) protocols. - Experience and well-versed in FedRAMP assessment methodology of security and privacy controls deployed in cloud information systems. - Proven experience solving difficult problems across all areas of cloud service software engineering. - Experience with Autonomous Database Oracle Enterprise Database and/or Oracle Database Cloud Service (DBCS) management and support. - Experience deploying and managing containerized applications using Oracle Kubernetes (OKE). - Knowledge of programming/scripting for automation of tasks (e.g., OCI compliant Ansible, HELM, Terraform). - Experience with the configuration of cloud-native security settings, such as Oracle CloudGuard. - Oral presentation experience and excellent oral and written communication skills. Benefits - Four Medical/Vision options including an HSA plan. - Dental and Orthodontia plan. - Vision Materials plan. - Paid Life, Short-Term Disability, and Long-Term Disability. - 401K Retirement Program with company contribution. - Paid Vacation, Holidays, Sick Leave, Floating Holidays, Bereavement Leave. - Semi-monthly pay cycle.

• Answer and track incoming calls • Prepare and submit accurate, detailed reports in government systems • Train and onboard new CSRs • Conduct database and open-source research • Route and escalate calls appropriately • Other duties, as assigned