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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