Contact Center Operations Specialist

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Create and conduct training sessions for tier 1 help desk personnel focused on customer service best practices, response protocols, quality standards, and troubleshooting techniques.

• Enhance operational capacity through training programs that empower state agency teams to independently manage Amazon Connect operations, implement configuration changes, and resolve common issues.

• Establish contact center protocols and standards, encompassing response guidelines, escalation workflows, and quality benchmarks.

• Generate support resources and documentation, which include knowledge base articles, response templates, troubleshooting guides, and platform configurations.

• Record platform expertise and processes as contract specialists transition out.

• Oversee live chat and contact center platforms on AWS Connect, managing routing rules, automated responses, queue assignments, and integration workflows.

• Direct contact flow design, prompt configuration, and system integrations.

• Develop self-service automation, including chatbots, automated workflows, and routing logic.

• Configure and enhance contact center workflows to elevate caller and user experience.

• Analyze performance data, recognize trends, and implement solutions for continuous improvement.

• Collect feedback from help desk staff and agency teams to guide platform and process enhancements.

• Perform additional responsibilities to further the mission of the New Jersey Innovation Authority.

• Report to the Product Director and work collaboratively with Business Experience, Residential Experience Initiatives, and state agency partners.

⛳️ Requirements

• Authorized to work in the United States.

• Candidates may need to undergo a background check and complete additional application and onboarding procedures.

• At least 5 years of professional experience in help desk operations, support team training, quality assurance, or platform administration.

• Prior help desk experience, particularly in hands-on customer support and troubleshooting, is highly desirable.

• Practical experience managing support platforms such as AWS Connect, Intercom, Zendesk, Freshdesk, or similar tools at the configuration/admin level.

• Experience in training or mentoring help desk staff, developing support protocols, or overseeing support team operations.

• Proficient in creating training materials, standard operating procedures, response templates, and enablement resources.

• Ability to analyze support data and quality metrics to detect training requirements, process gaps, and opportunities for improvement.

• Experience with quality assurance or reviewing support interactions to provide coaching and feedback.

• Strong troubleshooting skills and technical understanding.

• Comfortable with learning new platforms and achieving proficiency in configuration and optimization.

• Excellent communication and training abilities.

• Self-motivated and well-organized.

• Committed to promoting public service, accessibility, and inclusion.

• Familiarity with workflow automation, APIs, basic scripting, or SQL queries is beneficial but not mandatory.

🏝️ Benefits

• Equal opportunity employer dedicated to equity, diversity, and inclusiveness.

• At-will employment.

• Chance to contribute to innovative public-interest digital services.

• Collaborative work with government stakeholders and state agency partners.