Senior Contact Center Administrator

Job Summary

Serving as a subject matter expert in contact center telephony systems, the full-time Senior Contact Center Administrator will design, configure, and optimize inbound and outbound call flows while working remotely.

Key responsibilities

• Manage and enhance contact center telephony platforms, including VoIP systems and routing logic
• Design and optimize call flows, predictive dialer strategies, and IVR systems to improve efficiency
• Collaborate with cross-functional teams to translate operational needs into technical solutions and troubleshoot system issues

Required qualifications

• Bachelor's degree or equivalent professional experience
• 4+ years of experience administering contact center telephony platforms (CCaaS environments)
• Hands-on experience with inbound/outbound call routing, IVR configuration, and dialer management
• Experience with cloud contact center platforms, preferably Five9
• Familiarity with workforce management platforms and CRM integrations