Specialist, IT​/Tech, Technical Support

Overview

The Applications Specialist is responsible for overseeing the day-to-day administration and support of key Contact Center database applications, including Siebel, CTI, Eloqua, Webex Engage, Oracle Right Now, and Carnival Dash. This role ensures seamless user access, data integrity, and system functionality by managing database transfers, user provisioning and deprovisioning, and supporting training initiatives. The Specialist also plays a critical role in identifying and resolving technical issues, supporting monthly deployments through User Acceptance Testing (UAT), and maintaining effective communication with stakeholders across technical and non-technical teams.

• Manage and respond to the Siebel Support inbox in an efficient and timely manner. Identify, document, and resolve technical issues with system functionality, including advanced complex issues such as phone connectivity issues. Lead investigations, transfers, and ownership, managing CRM process flows, data conversion, and technical inquiries.
• Assist with User Acceptance Testing for monthly deployments by testing defects and enhancements and promoting these cases to a production environment.
• Manage administrative tasks to support database applications used within the Contact Center including Siebel, CTI (Computer Telephony Integration), Eloqua, Webex Engage, Oracle Right Now, and Carnival Dash. Support Siebel applications by executing database transfers, initiating transfers for training purposes, and dismantling databases upon separation or promotion.
• Assist with Siebel training initiatives or presentations as needed.

• This position supports multiple enterprise-level platforms used across the Contact Center, with a primary focus on Siebel CRM and its integrations. The role requires a working knowledge of database systems, CRM workflows, and telephony integration. The Specialist is responsible for executing system tasks, monitoring support channels, and ensuring compliance with internal policies and regulatory requirements. The role also contributes to training and documentation efforts to support end-user adoption and operational continuity.
• The role demands strong analytical and troubleshooting skills to investigate and resolve a wide range of technical issues, including complex phone connectivity problems and CRM process flow errors. The Specialist must be adept at identifying root causes, documenting resolutions, and collaborating with cross-functional teams to implement sustainable solutions. Participation in UAT cycles requires the ability to test and validate system enhancements and defect resolutions in a structured and detail-oriented manner.
• By ensuring the reliability and efficiency of Contact Center applications, this role directly supports the productivity of frontline teams and the quality of customer interactions. Timely resolution of technical issues and proactive system administration help minimize downtime and enhance the overall user experience. Their contributions to training and process documentation also support knowledge transfer and operational consistency across the organization.
• While this is not a formal leadership role, the Specialist is expected to demonstrate initiative, ownership, and accountability in managing assigned systems and tasks. The role requires effective collaboration with IT, training, and operations teams, as well as the ability to communicate clearly with both technical and non-technical stakeholders. They may also lead small-scale initiatives or contribute to cross-functional projects aimed at improving system performance and user satisfaction.

• Knowledge:
  Understanding of workplace policies and procedures; familiarity with team collaboration tools and techniques.
• Skills:
  
  Strong time management and organizational skills.
• Abilities:
  Ability to maintain reliable and consistent attendance; capacity to be punctual and meet deadlines; ability to collaborate effectively with colleagues and work as part of a team; demonstrated professionalism in all interactions and tasks.

• Associate's Degree - Information Technology or related field
• Minimum 1 year of application process flows experience or similar position
• Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams) and other relevant technologies essential for this role
• Experience with SQL, SAS, Siebel CRM
• Industry Knowledge:
  Basic knowledge and understanding of the fundamental concepts, processes, trends and terminology related to database analysis.
• Analytical and Problem-Solving:
  Good business judgment, troubleshooting, analysis, problem-solving, and decision-making skills
• Communication:
  Good verbal and written communication skills for engaging with stakeholders and explaining concepts to both technical and non-technical stakeholders.
• Prioritization:
  Ability to identify, prioritize, and articulate initiatives.
• Cross-Functional Collaboration:
  
  Ability to work independently and with…