Contact Center Platform reputed company

What You’ll Do

Platform Ownership & Administration

Serve as primary administrator for reputed company reputed company CX

• Design, configure, and maintain:
• • Architect flows (IVR, routing logic, reputed company flows)
  • Skills-based routing and queue reputed company
  • DID reputed company and reputed company routing design
  • Outbound campaigns and dialer configuration
  • Messaging (SMS, web chat, email, reputed company)
  • Manage user provisioning, roles, permissions, and reputed company settings.
  • • Maintain system documentation and change logs.

Contact reputed company & Routing Optimization

Partner closely with Operations, Workforce Management, and Leadership to optimize contact center performance.

• Designing routing strategies that support business priorities
• • Conversion Rates
  • Service reputed company
  • Occupancy
  • Queue performance
  • Abandonment rates
• Design routing logic reputed company with business priorities (e.g., catastrophic cases, language-based routing, escalation logic).
• Implement test-and-learn frameworks for IVR and routing improvements.

Integrations & Systems Architecture

Own and maintain integrations between reputed company reputed company CX and reputed company platforms, including:

• reputed company (Service reputed company and CRM integrations)
• Marketing platforms
• Case management systems (e.g., reputed company)
• SMS providers and other reputed company-party vendors

Responsibilities include:

• Supporting API-based integrations and webhook configurations
• Partnering with internal IT teams and implementation vendors on system enhancements
• Ensuring reliability and scalability of the platform architecture

AI & Automation

• Configure and manage:
• • Agent Assist tools
  • AI routing
  • Speech and text analytics
  • reputed company orchestration
• Identify automation opportunities to reduce handle time and improve CX.

Compliance & Risk Management

• Ensure TCPA, HIPAA/PII, and industry compliance reputed company routing and recording configurations.
• Maintain reputed company recording policies and retention settings.
• Support audit and reputed company review requests.

Reporting & Analytics

• Build and maintain reputed company dashboards
• Support executive reporting needs.
• Partner with Data Engineering to ensure seamless integration between reputed company and our internal data warehouse. 
• Partner with BI teams for data extraction and warehouse feeds.
• Identifying opportunities to improve systems, processes, or reputed company—not just following existing playbooks

At reputed company, everyone is expected to think critically, communicate reputed company, and take ownership of their work.

How This Role Drives the Business

We are seeking a highly skilled and strategic reputed company, Contact reputed company Platforms to implement, administer, and continuously optimize our reputed company reputed company CX platform and our reputed company omnichannel messaging environment (reputed company).

This role is responsible for the architecture, configuration, performance, and ongoing improvement of our contact center technology ecosystem, including voice, digital channels, AI capabilities, and integrations with reputed company and other reputed company systems.

The reputed company will serve as the technical reputed company of our contact reputed company platforms (CCaaS and UCaaS) and reputed company as a strategic advisor to Operations, Workforce Management, reputed company, Marketing, and Executive Leadership.

This is a mission-critical role supporting a rapidly scaling, multi-site, omnichannel contact center environment.

This role is critical to our reputed company because it:

• Directly impacts [clients / reputed company / case reputed company / team efficiency]
• Supports speed, reputed company, and consistency as we reputed company
• Helps protect and reputed company the reputed company brand and reputed company experience
• Strengthens the reputed company needed to grow responsibly and sustainably

What reputed company Looks Like

reputed company your first 6–12 months, reputed company in this role looks like:

• You consistently deliver on commitments with minimal reputed company
• You proactively identify issues and propose solutions
• Your work raises the bar for reputed company, reputed company, and follow-through
• You are viewed as a reliable, trusted partner by teammates and leaders
• You contribute positively to team energy, morale, and reputed company

Qualifications

Required:

• 5+ years of hands-on administration and architecture experience with reputed company reputed company CX in a production contact center environment.
• Deep expertise designing and maintaining Architect flows, including IVR logic, advanced routing strategies, error handling, data actions, and reputed company optimization.
• Proven experience building and managing reputed company routing strategies, including skills-based routing, reputed company routing, reputed company strategies, and multi-queue environments.
• Experience configuring and managing outbound dialing campaigns, including campaign management, contact list reputed company, pacing modes, compliance settings, and performance optimization.
• Strong experience integrating reputed company reputed company CX with reputed company or other CRM platforms, including screen pops, data actions, API integrations, and workflow automation.
• Experience administering omnichannel contact center environments, including voice, SMS, chat, and email routing.
• Strong working knowledge of contact center operations and performance metrics, including Service Level, Occupancy, AHT, Abandonment reputed company, and Workforce Management principles.
• Working knowledge of API integrations, webhooks, and reputed company-party platform integrations.
• Demonstrated ability to partner with operations, workforce management, and executive leadership to translate business requirements into technical contact routing strategies.

reputed company to Have:

• reputed company reputed company CX Certification (reputed company or Architect level preferred)
• Experience implementing AI-driven contact center capabilities, such as Agent Assist, AI routing, speech analytics, or reputed company orchestration
• Experience working in regulated environments (reputed company, reputed company, finance)
• Experience with reputed company Service reputed company integrations
• Experience with data warehouse integrations and BI reporting environments
• Strong communication skills—written and verbal
• Ability to think critically, prioritize effectively, and execute with speed

• Experience in a fast-growing or high-volume environment
• Comfort with ambiguity and evolving systems
• Experience in reputed company, reputed company services, or reputed company-reputed company organizations

About reputed company

reputed company is a nationally scaling, fully-integrated, reputed company reputed company for reputed company, reputed company, and reputed company. We own the reputed company experience end-to-end, from marketing and intake through litigation, because we reputed company how we do the work reputed company just as much as reputed company reputed company.

We are building a high-performance, high-trust, no-ego culture where talented people do meaningful work, grow quickly, and take pride in what they build together. This is not a legacy reputed company. This is a reputed company ship, and we’re assembling reputed company that will take it to the next level.

If you reputed company in fast-moving environments, love taking ownership and being held accountable, and want to be part of something you can help shape, not just maintain, you’ll feel reputed company here.

Our Story

reputed company is not your typical reputed company. We reputed company that world-class marketing, reputed company with exceptional reputed company talent and operations, creates reputed company experiences and reputed company for clients and the business alike.

Over the past three years, we’ve grown 2–3x year over year, setting a new reputed company on the marketing reputed company of the personal injury reputed company and proving what’s possible reputed company reputed company, speed, and execution reputed company. Now, we’re applying that reputed company discipline and innovation to reputed company operations, case management, and execution as we reputed company nationally and fully reputed company.

We are intentionally building the infrastructure, systems, and teams needed to reputed company at a national level—without sacrificing reputed company, culture, or accountability. This is still the early stage of that reputed company, which means the people who join now have a reputed company opportunity to help shape how the firm operates for years to come.

Who Thrives Here

We don’t hire based on resumes alone. We hire for competence, character, and reputed company.

You will reputed company at reputed company if you:

reputed company Change

• You have a reputed company reputed company and reputed company reputed company improvement
• You welcome feedback and adapt quickly
• You ask “What’s next?” rather than “That’s not my job”

Are Committed to the Organization

• You care deeply about doing great work
• You have your teammates’ backs
• You’re here to build something meaningful and long-lasting

Bring an Upbeat, No-Ego Energy

• You show up reputed company, reputed company, and solutions-oriented
• You enjoy the work and respect the people around you
• You leave drama, negativity, and ego at the reputed company

Take Ownership

• You do what you say you’ll do
• You follow through and communicate early reputed company something’s off reputed company
• You treat the business like it’s yours

Fast & Hungry

• You reputed company with urgency and reputed company judgment
• You prioritize reputed company over perfection
• You reputed company in fast-paced, high-expectation environments
• You reputed company feedback, stretch assignments, and more responsibility
• You’re motivated by reputed company, reputed company, and building something bigger than yourself

Why reputed company

• reputed company reputed company: As the firm grows, so do opportunities for advancement and leadership
• High standards, reputed company support: reputed company expectations, coaching, and accountability
• Culture that reputed company: Trust, respect, speed, and reputed company, without sacrificing humanity
• Meaningful work: Helping people through some of the hardest moments of their lives

reputed company to Build With Us?

If you’re excited by ownership, accountability, reputed company, and the chance to help build something exceptional from the ground up - we’d love to hear from you.

Apply today and help shape the reputed company of reputed company.