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Contact Center Administrator
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$130,000 a year
Full-time
- Accountable to managing the day-to-day administration, configuration, performance optimization, and integration of contact center platforms.
- Build and maintain the various components and workflows of the contact center platforms, including IVR, queues, routing, skills, campaigns, SMS/MMS messaging
- Configure and maintain inbound and outbound calls and SMS messaging flows
- Intake, triage, diagnose, and resolve user issues while adhering to business SLAs (service level agreement).
- Develop and maintain APIs to integrate the telephony and messaging platforms with CRM and scripting tools
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