Contact Center Platform Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Administer and configure enterprise contact center and CCaaS platforms facilitating inbound, outbound, and digital communications.

• Manage users, roles, permissions, teams, skills, queues, routing rules, dispositions, campaigns, and platform settings.

• Support IVR, call flows, agent workflows, telephony, digital channels, quality management, and workforce functionalities.

• Provide daily platform administration, production support, issue resolution, and user assistance.

• Troubleshoot access, routing, call flow, recording, integration, reporting, quality management, and agent experience issues.

• Monitor platform performance, manage incidents and service requests, and coordinate vendor escalation.

• Engage in client discovery, configuration workshops, solution design, and implementation planning.

• Configure client-specific solutions and assist with provisioning, testing, deployment, go-live, and hypercare.

• Support contact center workflows, campaigns, call recording, quality support, coaching, and workforce functionalities.

• Configure and validate operational reports and dashboards while coordinating KPI data requirements with Reporting, Analytics, and Data Engineering.

• Assist with vendor releases, platform upgrades, regression testing, user acceptance testing, defect resolution, and production deployments.

• Develop test scripts, validation documentation, release readiness materials, and change records.

• Identify platform enhancements, automate manual processes, and support AI-enabled functionalities.

• Maintain an enhancement backlog and provide recommendations for platform and process improvements.

• Create and deliver end-user and administrator training while maintaining guides, SOPs, knowledge articles, and support documentation.

• Aid in change management and communications.

• Support omnichannel integrations, API services, and data exchange with client analytics or data lake environments.

• Collaborate with Operations, Client Systems, IT, vendors, and client-facing teams throughout implementations and optimization.

⛳️ Requirements

• A minimum of 3 years of experience in administering, configuring, or supporting enterprise contact center or CCaaS technologies; 4-6+ years preferred.

• Experience with enterprise platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, Talkdesk, Cisco Webex Contact Center, or similar.

• Proficient in configuring users, security, skills, queues, routing, workflows, campaigns, and operational settings for contact centers.

• Experience troubleshooting issues within production contact center platforms and coordinating vendor support.

• Proven experience supporting contact center implementations, releases, testing, and operational activities.

• Preferred experience working with multiple client environments or managed services.

• Familiarity with CRM/contact center integrations and APIs is preferred.

• Experience in the pharmaceutical, biotechnology, healthcare, or other regulated industries is preferred.

• Relevant certification in contact center or CCaaS platforms is preferred.

• Strong understanding of contact center technology, CCaaS concepts, inbound and outbound operations, skills-based routing, queues, IVR, call flows, agent states, dispositions, and omnichannel engagement.

• Residence in the Central or Eastern U.S. time zone is preferred.

• Must be currently eligible to work full-time in the United States.

• Amplity cannot provide visa sponsorship for this role.

• Advanced problem-solving abilities.

• Strong customer service orientation.

• Excellent attention to detail along with documentation, testing, and configuration management discipline.

• Ability to collaborate effectively with Operations, Client Systems, IT, Reporting, Analytics, Data Engineering, vendors, and client-facing teams.

• Strong communication, time management, and follow-through skills.

• A mindset focused on continuous improvement.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Paid time off (PTO)

• Company holidays

• 401(k)

• Additional employee benefits

• Full-time salaried position