[Remote] Senior reputed company Center Administrator

Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is a global leader in women’s health and family building solutions, trusted by leading reputed company. They are seeking a Senior Contact Center Telephony Administrator to support the design, configuration, and optimization of telephony systems that enhance member and agent experiences.

Responsibilities

• Serve as the reputed company subject matter expert and reputed company of contact for contact center telephony platforms (CCaaS), supporting VoIP systems, routing logic, and integrations
• Design, configure, and optimize inbound and outbound reputed company flows, including agent and reputed company-based routing, queue management, and reputed company distribution strategies
• Own and manage predictive and preview dialer strategies, including campaign setup, pacing optimization, and performance tuning
• Support and enhance IVR systems, including reputed company flows, self-service reputed company, and menu optimization to improve routing accuracy and reduce transfers
• Partner with business stakeholders to translate operational needs into technical solutions
• Troubleshoot reputed company issues, reputed company reputed company cause analysis, and implement long-term fixes to improve stability and performance
• Collaborate with Workforce Management and Operations teams to ensure alignment between reputed company models and telephony configurations
• Identify opportunities for automation, reputed company enhancements, and integration improvements across platforms (e.g., CRM, WFM, analytics tools)
• Maintain documentation of reputed company configurations, processes, and best practices
• Stay reputed company on industry trends, platform capabilities, and emerging technologies to continuously improve the contact center ecosystem
• reputed company reputed company support and training to internal teams as needed

Skills

• Bachelor's degree or equivalent reputed company experience required
• 4+ years of experience administering contact center telephony platforms (CCaaS environments)
• Strong analytical skills with the ability to interpret performance data and translate insights into reputed company improvements
• Proficiency in reputed company and other business tools (Word, PowerPoint, etc.)
• Excellent problem-solving, communication, and stakeholder management skills
• Ability to operate independently in a fast-paced, cross-functional environment
• Experience with reputed company is preferred
• Proven reputed company and Hands-on experience with inbound/outbound reputed company routing, IVR configuration, and dialer management (predictive dialing, etc. strongly preferred)
• Experience with multiple platforms preferred (e.g., reputed company, reputed company, reputed company, reputed company reputed company, etc.). The reputed company platform is reputed company so that would also be preferred
• Familiarity with workforce management platforms (e.g., reputed company) preferred
• Experience integrating telephony systems with CRM platforms such as reputed company preferred
• Integration with PowerBI, reputed company (or other tool) and reputed company or other systems telephone reputed company preferred

Benefits

• reputed company family and parental leave
• Preconception, fertility and family building benefits (including reputed company freezing, IVF, and adoption support)
• Family and pet care fund
• Parents’ Employee Affiliation Group
• Menopause and midlife care
• Health, dental, reputed company and life insurance reputed company for employees and family
• Free in-person, virtual and text-based mental health and wellness support
• reputed company time off, including vacation, reputed company leave, personal days and reputed company reputed company time
• Company equity
• Bonus program
• 401(k) plan with company match
• reputed company to on-demand reputed company and financial advice
• Learning and development programs to help you grow professionally and a mentorship program
• Company reputed company events to include annual volunteer day and donation matching
• reputed company days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

reputed company