Contact Center Platform Specialist
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Job Description
Contact center platform specialist administering CCaaS systems for Amplity’s biopharma clients. Supporting implementations, integrations, production issues, reporting, releases, and AI-enabled improvements.
Responsibilities:
- Administer and configure enterprise contact center and CCaaS platforms supporting inbound, outbound, and digital interactions
- Manage users, roles, permissions, teams, skills, queues, routing rules, dispositions, campaigns, and platform configurations
- Support IVR, call flows, agent workflows, telephony, digital channels, quality management, and workforce capabilities
- Provide day-to-day 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 health, manage incidents and service requests, and coordinate vendor escalation
- Participate in client discovery, configuration workshops, solution design, and implementation planning
- Configure client-specific solutions and support provisioning, testing, deployment, go-live, and hypercare
- Support contact center workflows, campaigns, call recording, quality support, coaching, and workforce capabilities
- Configure and validate operational reports and dashboards and coordinate KPI data requirements with Reporting, Analytics, and Data Engineering
- Support 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 improvements, automate manual processes, and support AI-enabled capabilities
- Maintain an enhancement backlog and provide platform and process improvement recommendations
- Develop and deliver end-user and administrator training and maintain guides, SOPs, knowledge articles, and support documentation
- Support change management and communications
- Support omnichannel integrations, API services, and data exchange with client analytics or data lake environments
- Partner with Operations, Client Systems, IT, vendors, and client-facing teams throughout implementations and optimization
Requirements:
- Minimum of 3 years of experience administering, configuring, or supporting enterprise contact center or CCaaS technologies; 4-6+ years preferred
- Experience supporting enterprise platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, Talkdesk, Cisco Webex Contact Center, or similar
- Experience configuring users, security, skills, queues, routing, workflows, campaigns, and contact center operational settings
- Experience troubleshooting production contact center platform issues and coordinating vendor support
- Experience supporting contact center implementations, releases, testing, and production operations
- Experience working with multiple client environments or managed services preferred
- CRM/contact center integrations and APIs preferred
- Pharmaceutical, biotechnology, healthcare, or another regulated industry experience preferred
- Relevant contact center or CCaaS platform certification preferred
- Strong working knowledge 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 preferred
- Currently eligible to work full-time in the United States
- Amplity cannot provide visa sponsorship for this position
- Advanced problem-solving skills
- Strong customer service orientation
- Excellent attention to detail and documentation, testing, and configuration management discipline
- Ability to collaborate across Operations, Client Systems, IT, Reporting, Analytics, Data Engineering, vendors, and client-facing teams
- Strong communication, time management, and follow-through skills
- Continuous improvement mindset
Benefits:
- Medical insurance
- Dental insurance
- Vision insurance
- Paid time off (PTO)
- Company holidays
- 401(k)
- Additional employee benefits
- Full-time salaried position
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