Key Responsibilities:
- Administer Service Operations Workspace (SOW) and Agent Workspace
- Configure Advanced Work Assignment (AWA) and routing logic
- Manage queues, skills, and agent capacity models
- Enable and maintain Virtual Agent to Live Agent handoff
- Monitor chat performance, SLAs, and routing efficiency
- Optimize agent workflows and UI experience
Required Skills:
- Hands-on experience with Agent Workspace and AWA
- Solid understanding of queue management and routing strategies
- Experience with live chat configuration and VA integration
Knowledge of ITSM processes and service operations workflows