Sr Contact Center Platform Administrator

We are seeking a skilled and detail-oriented Platform Administrator of Contact Center Tools & Technology within our Customer Experience Organization. This role will focus on being the subject matter expert of our CCaaS (Contact Center as a Service) application. This role is responsible for ensuring the platform is configured optimized and maintained to meet the evolving needs of the business.

The ideal candidate will have hands-on experience with Content Gurus storm platform or a similar cloud-based telephony/omnichannel solution strong problem-solving skills and the ability to work cross-functionally with technical and non-technical stakeholders.

JOB DUTIES:

• Platform Administration: Configure and optimize Content Guru storm platform features including call flows IVR skills-based routing agent profiles queues and reporting dashboards; Ensure proper user access management licensing and permission controls; Perform routine maintenance patching and upgrades in coordination with vendor support and internal IT teams.
• Support & Troubleshooting: Act as Tier 2 support for issues escalated from frontline teams; Investigate document and resolve platform incidents escalating to Content Guru or internal engineering as needed; Monitor platform health and performance proactively identifying and addressing anomalies or outages; May require participation in on-call rotations or after-hours maintenance windows.
• Change & Release Management: Work with business stakeholders to capture configuration and enhancement requests along with guiding platform integrations; Participate in testing and quality assurance for new features or changes prior to production rollout; Maintain documentation and version control of configurations and changes.
• Reporting & Analytics: Partner with Support business teams with data extraction report building and insights.
• Training & Knowledge Sharing: Provide technical guidance and training to agents team leads and other admins; Maintain up-to-date platform documentation including SOPs configuration guides and runbooks.

YOU MUST HAVE:

• 3 years of experience in administering a cloud-based contact center solution (Content Guru Genesys NICE CXone Five9 etc.) with a sound understanding of call routing IVR design queues ACD and telephony protocols
• Proven experience translating business needs into platform configurations
• Proficiency with at least one enterprise software platform and/or tool/service (Microsoft Office Salesforce etc.)

WE VALUE:

• Direct experience with Content Guru storm
• Scripting or automation experience (e.g. JavaScript REST APIs or integration with CRMs like Salesforce).
• Knowledge of omnichannel platforms (chat email social media).
• Strong analytical and troubleshooting skills
• Excellent written and verbal communication skills

WHATS IN IT FOR YOU:

• The opportunity to own and shape the Resideo Customer Experience at scale!
• Innovation: Bring your creative ideas to the table and be part of a company that values out-of-the-box thinking
• Growth: Join a dynamic team with ample opportunities for professional and personal development
• Resideo provides employees with a comprehensive benefits package including life and health insurance life assistance program accidental death and dismemberment insurance disability insurance retirement plans vacation & holidays

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