Mutual of Omaha Mortgage

Contact Center Administrator

Irvine, CA - Full Time


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 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.
Apply: Contact Center Administrator
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