Contact Center Administrator

The Contact Center Administrator is responsible for the daily administration configuration and optimization of the contact center technology platform(s). This role ensures that the contact center operates efficiently by managing system performance implementing call routing strategies generating reports and supporting both agents and supervisors with technical issues. The administrator acts as a bridge between business operations and IT ensuring that the contact center delivers exceptional customer service through reliable and optimized systems.

Key Responsibilities

• Administer and maintain contact center systems (e.g. ContactQ ZOOM Call Center or similar).
• Configure and optimize call flows IVR menus queues and routing strategies.
• Monitor system performance and troubleshoot issues to ensure uptime and service quality.
• Provide technical support and training for agents supervisors and managers on contact center tools.
• Develop and maintain real-time and historical performance reports dashboards and analytics.
• Manage user accounts security permissions and profiles.
• Collaborate with IT and vendor support teams to resolve escalated issues.
• Support implementation of new features integrations or upgrades.
• Document processes configurations and system changes (following GAMP 5 and GxP regulations).
• Ensure compliance with data security privacy and regulatory standards.

Qualifications :

• Bachelors degree in information technology Computer Science Business or related field (or equivalent experience).
• 24 years of experience administering contact center platforms or related systems.
• Strong knowledge of ACD IVR CTI and CRM integrations.
• Proficiency in reporting and analytics (Excel SQL or BI tools).
• Excellent problem-solving and troubleshooting skills.
• Strong communication skills with the ability to interact across technical and business teams.

• Experience with cloud-based contact center platforms (e.g. ZOOM Call Center RingCentral).
• Basic understanding of telephony technologies such as SIP trunks Session Border Controllers (SBC) and PBX systems.
• Familiarity with scripting languages or APIs for integrations.
• Knowledge of workforce management and quality monitoring tools.
• IT certifications (e.g. CCNA AWS Genesys Avaya or other vendor-specific credentials).
• Ability to manage multiple priorities in a fast-paced environment.

Additional Information :

We prioritize diversity equity and inclusion by creating an equal opportunities workplace and a human-centric environment where people of all cultural backgrounds genders and ages can contribute and grow.  

To succeed we must work together with a human first approach. Why because our people are our greatest strength leading to our continued success on improving the lives of those around us. 

We offer: 

• Training and career development opportunities internally  

• Strong emphasis on personal and professional growth 

• Friendly supportive working environment 

• Opportunity to work with colleagues based all over the world with English as the company language 

Our core values are key to how we operate and if you feel they resonate with you then PrimeVigilance could be a great company to join!  

• Quality 

• Integrity & Trust  

• Drive & Passion  

• Agility & Responsiveness  

• Belonging 

• Collaborative Partnerships  

We look forward to welcoming your application. 

Remote Work :

Yes

Employment Type :

Full-time