Contact Center Administrator

Irvine, CA

Full Time

Mutual of Omaha Mortgage

Experienced

Accountable to managing the day-to-day administration, configuration, performance optimization, and integration of contact center platforms.

Job Responsibilities

Platform Configuration & Administration (50%)

Build and maintain the various components and workflows of the contact center platforms, including IVR, queues, routing, skills, campaigns, SMS/MMS messaging

Create and maintain users and workgroups. Provision TFNs, DIDs, and campaigns

Configure and maintain inbound and outbound calls and SMS messaging flows

Develop/generate contact center reports.

Publish and maintain reports and dashboards.

Monitor the platform logs and adverse contact center events. Resolve or escalate issues with a sense of urgency.

Optimize the contact center performance to increase efficiency and productivity

Identify bottlenecks and optimize system performance to meet and exceed operating metrics.

Maintain 99.9% uptime of the contact center platforms.

User Support (30%)

Intake, triage, diagnose, and resolve user issues while adhering to business SLAs (service level agreement).

Platform Integration (20%)

Develop and maintain APIs to integrate the telephony and messaging platforms with CRM and scripting tools

Experience and Qualifications

Minimum 3 years hands-on experience as a Contact Center Administrator in a high-volume call center. Direct experience in Five9, Twilio, and Salesforce, is a plus.

Minimum 3 years hands-on experience in integrating telephony and messaging platforms with CRM. Salesforce integration experience is a plus.

Excellent written and verbal communication skills.

Self-starter, problem-solver, and solution-oriented.

Bachelor’s Degree in technical fields (engineering, computer science, network, information technology, and related fields) or equivalent experience.

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Contact Center Administrator

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