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Contact Center Systems Administrator
- Dallas, Texas, United States
- Dallas, Texas, United States
À propos
We are not just coworkers, but a community, working tirelessly towards 'Spreading the Smile' to our members, agents, and each other. NCD is at the forefront of dental and vision insurance, in partnership with our carrier partners MetLife, VSP, and Zurich. Our continuous growth is a testament to our commitment to delivering outstanding agent and customer satisfaction.
If you are ready to win each day, are eager to grow, and aspire to contribute to an organization that is setting the pace in the industry, then we are looking for you. Together, let’s drive change and take NCD to new heights. Join us and become a vital part of our success story as we continue to transform lives and 'Spread the Smile.
Summary The Contact CenterSystemsAdministratoris responsible forthe administration, configuration,support, andcontinuous improvementof the company’s contact center platform and related workflows. This role will serve as the primary internal owner oftheZoom Contact Center, including routing, IVR, telephony configuration, queue and skill setup,platform changes, and long-termsystemoptimization.
Essential Duties and Responsibilities Contact Center Platform Ownership
Serve as the primary internal administrator and owner of the company’s contact center platform
Configure,maintain, andoptimizequeues, skills, routing profiles, business hours, holiday schedules, voicemail, callback logic, and overflow/failover paths
Build and maintain IVR menus, call flows, routing logic, and telephony rules aligned to business needs
Manage phone numbers, DID inventory, provisioning, and related telephony configuration
Support user provisioning, access, permissions, and system governance
Maintain system documentation, change logs, platform standards, and administrative processes
System Implementations & Platform Changes
Support contact center system implementations, migrations, upgrades, and other platform changes as needed
Participate in testing, validation, issue resolution, cutover support, and go-live readiness activities
Help absorb vendor and implementation knowledge and translate that into sustainable internal ownership
Supporttransitionand stabilization activitiesfollowinganymajor system changes
Identifyandresolveplatform issuesimpactingcontact center workflows
Ongoing Optimization and Continuous Improvement
Identifyand implement opportunities to improve routing, efficiency, and overall contact center performance
Build and support new queues, campaigns, workflows, and telephony solutions as business needs evolve
Partner with business leaders to support new products, teams, service models, and communication channels
Support reporting improvements, reason code/disposition alignment, and data quality efforts related to contact center operations
Evaluate andsupport implementation of anynewplatformcapabilities, includingAI,automation, agent assist, and other contact center technologies
Cross-Functional Partnership
Partner closely with Member Care leadershipand otherkeystakeholdersto support business needs and platform improvements
Translate business requirements into scalable contact center system solutions
Act as an internal subject matter expert for contact center systems and platform capabilities
Communicate system updates, risks, dependencies, and recommendations clearly to leadership
May take on broader ownership, mentorship, or leadership responsibilities as the function grows
Qualifications
5+ years of experience in contact center systems administration, telephony, or related platform ownership roles
Strong hands-on experience administeringZoom Contact Center
Experiencesupporting phone system migrations
Experience designing and maintaining IVRs, call flows, queues, skills, routing logic, and telephony configuration in a contact center environment
Experience with contact center reporting, dispositions, performance metrics, and dashboards
Strong understanding of contact center operations and how system design impacts service levels, efficiency, andmemberexperience
Experience with telephony provisioning, business hours, failover, overflow, callback configuration, and user administration
Experience partnering cross-functionally with operations, technical teams, vendors, and business stakeholders
Strong troubleshooting, problem-solving, and documentation skills
Ability to manage multiple priorities in a fast-paced, evolving environment
Experience supporting automation or AI-assisted workflows in a contact center environment
Demonstrated leadership potential, including experience mentoring others, leadingworkflows, or taking ownership beyond core individual contributor responsibilities
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Compétences linguistiques
- English
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