Job Description

Accountable to managing the day-to-day administration, configuration, performance optimization, and integration of contact center platforms.  

 

Job Responsibilities 

Platform Configuration & Administration (50%) 

• Build and maintain the various components and workflows of the contact center platforms, including IVR, queues, routing, skills, campaigns, SMS/MMS messaging  

• Create and maintain users and workgroups. Provision TFNs, DIDs, and campaigns  

• Configure and maintain inbound and outbound calls and SMS messaging flows 

• Develop/generate contact center reports.  

• Publish and maintain reports and dashboards.  

• Monitor the platform logs and adverse contact center events. Resolve or escalate issues with a sense of urgency.   

• Optimize the contact center performance to increase efficiency and productivity  

• Identify bottlenecks and optimize system performance to meet and exceed operating metrics.  

• Maintain 99.9% uptime of the contact center platforms.  

User Support (30%) 

• Intake, triage, diagnose, and resolve user issues while adhering to business SLAs (service level agreement).   

Platform Integration (20%) 

• Develop and maintain APIs to integrate the telephony and messaging platforms with CRM and scripting tools 

Experience and Qualifications 

• Minimum 3 years hands-on experience as a Contact Center Administrator in a high-volume call center. Direct experience in Five9, Twilio, and Salesforce, is a plus. 

• Minimum 3 years hands-on experience in integrating telephony and messaging platforms with CRM.  Salesforce integration experience is a plus.   

• Excellent written and verbal communication skills.  

• Self-starter, problem-solver, and solution-oriented. 

• Bachelor’s Degree in technical fields (engineering, computer science, network, information technology, and related fields) or equivalent experience. 

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