Role Overview
As a Contact Center Administrator, you will oversee the daily management and performance of contact center platforms. Your work ensures that call handling, routing, and reporting systems operate efficiently and align with business needs. You'll act as a key link between technical infrastructure and frontline operations, supporting reliable and compliant service delivery.
Key Responsibilities
- Manage and maintain contact center platforms such as ContactQ and ZOOM Call Center, ensuring stable and secure operations
- Design and refine call routing logic, IVR workflows, queues, and agent assignments to improve efficiency
- Monitor system health, identify performance issues, and implement timely fixes to maintain service continuity
- Support agents and supervisors with technical guidance and training on contact center tools and features
- Generate and maintain real-time and historical reports using analytics tools to track performance metrics
- Administer user access, roles, and permissions in line with security and compliance policies
- Work with IT and external vendors to resolve complex technical issues and support system upgrades
- Lead integration projects for new features, CRM connections, or platform enhancements
- Document system configurations, changes, and procedures according to GAMP 5 and GxP standards
- Ensure all systems comply with data privacy, security, and regulatory requirements
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business, or equivalent practical experience
- Proven experience managing contact center technologies and related infrastructure
- Familiarity with ACD, IVR, CTI, and CRM integrations
- Proficient in data analysis using Excel, SQL, or business intelligence platforms
- Strong troubleshooting skills and a methodical approach to problem solving
- Ability to communicate clearly with both technical and non-technical stakeholders
- Experience with cloud-based contact center solutions such as ZOOM Call Center or RingCentral
- Working knowledge of SIP trunks, Session Border Controllers, and PBX systems
- Basic scripting or API experience for system integrations
- Familiarity with workforce management and quality assurance tools
- Fluent in English, with the ability to manage multiple tasks in a fast-moving environment
Preferred Background
- IT certifications such as CCNA, AWS, or vendor-specific credentials from Genesys, Avaya, or similar
Work Environment
This role supports a globally distributed team with English as the primary working language. The position emphasizes collaboration, continuous learning, and adherence to quality and compliance standards. You will work in a supportive, inclusive culture that values integrity, responsiveness, and belonging.
Technical Environment
Tools and systems include ContactQ, ZOOM Call Center, ACD, IVR, CTI, CRM integrations, Excel, SQL, BI platforms, SIP trunks, SBCs, PBX systems, APIs, and scripting languages.
Benefits
- Access to internal training and professional development programs
- Support for personal and career growth
- Inclusive and collaborative workplace culture
- Opportunity to collaborate with colleagues worldwide
