The Contact Center Administrator is responsible for the daily administration, configuration, and optimization of the contact center technology platform(s). This role ensures that the contact center operates efficiently by managing system performance, implementing call routing strategies, generating reports, and supporting both agents and supervisors with technical issues. The administrator acts as a bridge between business operations and IT, ensuring that the contact center delivers exceptional customer service through reliable and optimized systems.
Key Responsibilities
- Administer and maintain contact center systems (e.g., ContactQ, ZOOM Call Center, or similar).
- Configure and optimize call flows, IVR menus, queues, and routing strategies.
- Monitor system performance and troubleshoot issues to ensure uptime and service quality.
- Provide technical support and training for agents, supervisors, and managers on contact center tools.
- Develop and maintain real-time and historical performance reports, dashboards, and analytics.
- Manage user accounts, security permissions, and profiles.
- Collaborate with IT and vendor support teams to resolve escalated issues.
- Support implementation of new features, integrations, or upgrades.
- Document processes, configurations, and system changes (following GAMP 5 and GxP regulations).
- Ensure compliance with data security, privacy, and regulatory standards.