Operations System Administrator

New

United StatesFull-TimeMiddle

Salary52,005 - 84,000 USD per year

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Job Details

Experience: 3+ years of experience in dialer administration or contact center systems, or 2+ years with a relevant Bachelor’s degree.
Required Skills: CRMData analytics

3+ years of experience in dialer administration or contact center systems, or 2+ years with a relevant Bachelor’s degree.
Strong knowledge of contact center technologies such as IVR, ACD, dialers, and omnichannel routing systems.
Hands-on experience with platforms like NICE CXone or LiveVox strongly preferred.
Familiarity with integrations involving CRM, chat systems, or customer engagement tools is a plus.
Strong analytical and problem-solving skills with the ability to interpret performance data and optimize workflows.
Excellent multitasking abilities with strong attention to detail in a fast-paced environment.
Effective communicator with a proven ability to collaborate across technical and non-technical teams.
Flexibility to adapt to evolving business needs and operational schedules.

Oversee and manage relationships with cloud-based contact center vendors, ensuring system stability and performance.
Configure, maintain, and optimize dialer systems, IVR workflows, toll-free numbers, and call routing strategies.
Support upgrades, integrations, and testing across contact center platforms and related technologies.
Monitor real-time operations, ensuring service levels are maintained through dynamic routing and staffing alignment.
Design and optimize outbound campaigns, dialing lists, and call strategies to improve efficiency and contact success rates.
Implement and manage call recording, reporting, and analytics tools to track KPIs and operational performance.
Collaborate with Legal and Compliance teams to ensure adherence to regulatory requirements and internal policies.

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