About the Role
Our client is seeking a Contact Center Systems Administrator to own and support their cloud call center platform. This Call Center Software Administrator position offers hands-on administration, configuration, and technical support with a clear growth path into unified communications engineering as you expand into Microsoft Teams and broader UC technologies. If you’re a Contact Center Administrator or Call Center Platform Specialist looking to advance your career into engineering and unified communications, this role provides that opportunity. We value technical aptitude and eagerness to learn over specific platform expertise. Our client’s software is intuitive and trainable – your call center platform experience and problem-solving skills are what matter most.
*This role typically requires 3 days in the office.
What You’ll Do
Platform Administration & Support
- Own day-to-day administration of the call center platform, managing user profiles, agent configurations, and system settings
- Provide Tier II and Tier III technical support, resolving incidents related to call flows, IVR logic, queue management, routing strategies, and digital channels
- Monitor system health, call distribution patterns, communication paths, and overall call center performance
- Serve as the primary liaison with vendor for escalations, troubleshooting, and platform issue resolution
- Collaborate with Network Engineering teams on VoIP, SIP trunking, and cloud communication connectivity issues
Configuration & Optimization
- Configure and maintain contact center system workflows, IVR scripts, call routing logic, and queue-based routing strategies
- Optimize call distribution and agent routing to improve customer experience and operational efficiency
- Support omnichannel expansion including digital channels, self-service features, and reporting components
- Make system adjustments based on business requirements and call center performance metrics
Integration Support & Growth Opportunities
- Support API-based integrations connecting CXone with internal systems including CRM, ServiceNow, SAP, and Microsoft 365
- Learn scripting and automation to enhance call center capabilities and streamline processes
- Grow technical skills in unified communications as the role expands toward Microsoft Teams administration
- Partner with cross-functional teams including developers, business analysts, network engineers, and service desk staff
Documentation & Process Improvement
- Maintain comprehensive documentation covering workflows, routing configurations, system settings, and troubleshooting procedures
- Identify opportunities for system optimization and process improvements
- Participate in testing initiatives for platform enhancements and new features
- Work with Information Security to maintain secure configurations and compliance standards
What You Bring
Required Qualifications
- 2-5 years experience administering or supporting call center platforms (Examples: NiCE CXone, Five9, Genesys Cloud (formerly PureCloud), Amazon Connect, Talkdesk, Avaya Cloud, 8×8, RingCentral Contact Center, Cisco Webex Contact Center, or comparable contact center software systems)
- Strong understanding of call center operations including call routing, queue management, ACD (Automatic Call Distribution), IVR configuration, and customer communication workflows
- Working knowledge of VoIP technologies, SIP protocol, and cloud communication basics
- Experience with platform configurations, user administration, and contact center best practices
- Excellent troubleshooting skills, analytical abilities, and technical communication
- Proven ability to collaborate with business stakeholders and technical teams
- Willingness to learn scripting, API integration, and unified communications technologies
Benefits:
- Hybrid Role
- Annual Bonus Program
- Low cost medical, dental premiums
- Very generous Paid Time Off
- 401K match plus additional Company Funded Retirement Savings Account (even if you don’t contribute to 401K)
- Leadership training program
- Management that is dedicated to your career success and flexible when life happens
- Positive/collaborative work culture