Ergomed is hiring a Contact Center Administrator

Ergomed is looking for a Contact Center Administrator to manage the daily administration, configuration, and optimization of our contact center technology platform. This role is crucial for ensuring the contact center operates efficiently by managing system performance, implementing effective routing strategies, and providing technical support.

What You'll Do

• Administer and maintain contact center systems such as ContactQ, ZOOM Call Center, or similar platforms.
• Configure and optimize call flows, IVR menus, queues, and routing strategies.
• Monitor system performance and troubleshoot issues to ensure uptime and service quality.
• Provide technical support and training for agents, supervisors, and managers.
• Develop and maintain real-time and historical performance reports, dashboards, and analytics.
• Manage user accounts, security permissions, and profiles.
• Collaborate with IT and vendor support teams to resolve escalated issues.
• Support implementation of new features, integrations, or system upgrades.
• Document processes, configurations, and system changes following GAMP 5 and GxP regulations.
• Ensure compliance with data security, privacy, and regulatory standards.

What We're Looking For

• A Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
• Previous experience administering contact center platforms or related systems.
• Strong knowledge of ACD, IVR, CTI, and CRM integrations.
• Proficiency in reporting and analytics using tools like Excel, SQL, or BI platforms.
• Excellent problem-solving and troubleshooting skills.
• Strong communication skills with the ability to interact across technical and business teams.
• Ability to manage multiple priorities in a fast-paced environment.
• Fluency in English.

Nice to Have

• Experience with cloud-based contact center platforms like ZOOM Call Center or RingCentral.
• Basic understanding of telephony technologies such as SIP trunks, Session Border Controllers (SBC), and PBX systems.
• Familiarity with scripting languages or APIs for integrations.
• Knowledge of workforce management and quality monitoring tools.
• IT certifications such as CCNA, AWS, or vendor-specific credentials for Genesys or Avaya.

Technical Stack

• ContactQ, ZOOM Call Center, RingCentral, ACD, IVR, CTI, CRM
• Excel, SQL, BI tools
• SIP trunks, Session Border Controllers (SBC), PBX systems

Team & Environment

This role acts as a bridge between business operations and IT, working within a friendly, supportive, and human-centric environment.

Benefits & Compensation

• Training and career development opportunities internally.
• Strong emphasis on personal and professional growth.
• Friendly, supportive working environment.
• Opportunity to work with colleagues based all over the world, with English as the company language.

We prioritize diversity, equity, and inclusion by creating an equal opportunities workplace and a human-centric environment where people of all cultural backgrounds, genders and ages can contribute and grow.