Technical Specialist

Job Summary

Working in a hybrid capacity, the contract Servicing Technical Specialist will manage the administration and maintenance of core contact center technology, focusing on system configuration, optimization, and integration while collaborating with various departments to enhance operational efficiency.

Key responsibilities

• Perform system administration and configuration for Zendesk and other contact center platforms to ensure optimal performance
• Lead technology projects from initiation to completion, collaborating with Operations and Engineering to implement technical solutions
• Provide administrator-level support and troubleshoot complex issues across the contact center technology environment

Required qualifications

• Proven experience in system administration within a contact center environment
• Strong technical aptitude with the ability to quickly learn new software systems and platforms
• Excellent collaboration skills for effective communication across diverse departments
• Understanding of contact center workflows and key performance indicators (KPIs)
• Experience with Zendesk, Decagon, Amazon Connect, Airtable, and NICE InContact