Contact Center Systems Administrator
Job Summary
Leading the administration and optimization of core contact center platforms, the full-time Contact Center Systems Administrator will manage Genesys Cloud CX, Verint WFM, and Pindrop while providing Level 2 support and mentoring junior team members in a remote role based in Florida.
Key responsibilities
- Design and optimize call flows, IVR routing, and integrations using no-code tools
- Manage Verint WFM configuration and vendor escalation for troubleshooting
- Oversee Pindrop integrations for secure voice authentication and lead root cause analysis of system issues
Required qualifications
- 5+ years of experience administering contact center or unified communications technologies
- Expertise with Genesys Cloud CX platform and advanced knowledge of Verint WFM
- Experience supporting and configuring Pindrop or equivalent voice authentication tools
- Demonstrated ability to manage Microsoft Teams voice administration and user provisioning
- ITIL Foundation, Genesys Cloud, or Verint certifications preferred
Complete Job Description
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