Call Center Systems Administrator

Summary

Join Vida, a virtual personalized obesity care provider, and become a key member of our team. Manage and configure core call center systems, ensuring optimal operation. Identify and implement configuration changes or process improvements to enhance call flow and agent efficiency. Manage integrations between call center platforms and other enterprise systems. Create and maintain comprehensive technical documentation for call center systems. Provide training to call center supervisors and advanced users on new system functionalities. Design, develop, and maintain dashboards and reports to visualize and track key performance indicators.

Requirements

• 2-5+ years of hands-on experience administering and configuring major contact center platforms (e.g., Genesys, Zendesk, Avaya, Talkdesk, Salesforce Service Cloud) in Healthcare space a plus
• Strong SQL proficiency and experience with BI tools (e.g., Tableau, Power BI) for developing reports, dashboards and extracting/transforming data
• Demonstrated understanding and application of Lean, Six Sigma or similar process improvement methodologies within a contact center environment
• Excellent analytical and problem-solving skills for troubleshooting system issues, optimizing performance and translating data into actionable operational insights
• Proven ability to create technical documentation and provide user training, alongside strong communication skills for interacting with technical teams, operations and vendors

Responsibilities

• Manage and configure core call center systems (e.g., Genesys, Zendesk, Salesforce, Talkdesk) including user accounts, routing, IVR flows and new feature deployments, ensuring optimal operation
• Identify and implement admin level configuration changes or process improvements within call center platforms to enhance call flow, agent efficiency and overall system performance by utilizing improvement methodologies to drive continuous improvement
• Manage the operational aspects of integrations between call center platforms and other enterprise systems (e.g., API, CRM, WFM tools), focusing on configuration, maintenance and troubleshooting
• Create and maintain comprehensive technical documentation for call center systems, including configurations, troubleshooting guides and FAQs
• Provide training to call center supervisors and advanced users on new system functionalities, reporting tools and basic troubleshooting procedures
• Design, develop and maintain dashboards and reports using data extracted from contact center systems to visualize and track key performance indicators (KPIs) like AHT, FCR and service levels
• Create and analyze performance data to identify trends, opportunities for efficiency gains and areas for process or configuration improvements within the call center environment
• Provide operational technical support, monitor system performance, diagnoses and resolves incidents affecting call center functionality, acting as a liaison with vendors for complex issues

Benefits

$70,000 - $83,000 a year