Contact Center Administrator (Five9 & Zoom)

Job Description: Contact Center Administrator (Five9 & Zoom)

Position Overview and Key Responsibilities:

The Contact Center Administrator will be responsible for the configuration, maintenance, and optimization of our contact center platforms, specifically Five9 and Zoom. This role ensures seamless operations, supports end-users, and drives continual improvements in customer engagement technologies. The ideal candidate will possess strong technical expertise, excellent communication skills, and a proactive approach to problem-solving.

Key Responsibilities

• Administer and support Five9 and Zoom contact center platforms, including user management, call routing, IVR setup, and reporting.
• Monitor system performance, troubleshoot issues, and coordinate with vendors for timely resolution.
• Implement configuration changes, system updates, and integrations to enhance contact center functionality.
• Provide technical support and training to contact center staff, ensuring optimal platform utilization.
• Maintain documentation for system configurations, processes, and procedures.
• Collaborate with IT, operations, and customer service teams to align platform capabilities with business needs.

Qualifications

• Proven experience administering Five9 and Zoom contact center platforms.
• Strong understanding of contact center operations, telephony, and cloud-based communication systems.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and manage multiple priorities.
• Effective communication and interpersonal skills.
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.

Preferred Skills

• Experience with API integrations, workflow automation, and reporting tools.
• Knowledge of security best practices for contact center platforms.
• Familiarity with workforce management and quality assurance tools.

This position offers an opportunity to play a pivotal role in the efficiency and effectiveness of our customer experience initiatives. If you are passionate about technology and customer service, we invite you to apply.