Senior Contact Center Administrator

Aeroflow Health Senior Contact Center Administrator

Aeroflow Health is made up of creative and talented associates who are transforming the home medical equipment industry. Our patient-centric business model is founded on innovation through technology and cutting-edge delivery platforms. We are among the fastest-growing healthcare companies in the U.S. and have been recognized on the Inc. 5000 list of fastest-growing companies.

As Aeroflow continues to scale our Contact Center technology and processes play a critical role in how we serve patients support internal teams and enable growth.

The Opportunity

We are seeking a Senior Contact Center Administrator to support and evolve our contact center platforms processes and integrations. This role sits at the intersection of business operations contact center technology and delivery execution.

This position is ideal for someone who enjoys problem-solving coordinating across teams and translating business needs into technical solutionseven if they are still growing their technical skillset. While the role includes exposure to scripting integrations and system configuration we value aptitude curiosity and a willingness to learn over deep engineering expertise.

A major near-term initiative for this role will be the transition from Five9 to Zoom Contact Center followed by additional projects focused on optimization automation and continuous improvement.

This role will work closely with:

• Contact Center Operations & Leadership
• IT & Development partners
• Business stakeholders across multiple departments
  
  

Key Responsibilities

As the Senior Contact Center Administrator you will:

• Serve as the primary support for contact center systems tools and processes
• Lead and coordinate contact center technology initiatives including the Five9 Zoom Contact Center migration
• Partner with stakeholders to define requirements prioritize work and manage delivery timelines
• Balance short-term operational needs with longer-term platform improvements
• Act as a bridge between business users and technical teams translating:
• Business workflows into system requirements
• Technical constraints into clear business language
• Gather document and refine functional requirements for contact center initiatives
• Support testing validation and rollout of new features workflows or configurations
• Support contact center system administration related to:
• Call routing and queues
• User setup and permissions
• Basic workflows and configurations
• Assist with configuration and maintenance of voice chat email and other contact center channels
• Collaborate with technical partners on integrations enhancements and troubleshooting
• Work at a functional level with JavaScript scripting or low-code tools to support workflows automations or configurations
• Learn and grow technical capabilities alongside the team as the Zoom platform is implemented
• Identify opportunities to improve efficiency automation reporting and system health
• Communicate clearly with cross-functional partners on status risks and dependencies
• Create and maintain documentation for processes workflows and system changes
• Support change management and user adoption through training materials and communication
• Other duties as assigned

Skills for Success

• Strong problem-solving mindset with the ability to break down complex issues
• Ability to coordinate work across multiple teams and stakeholders
• Clear communicator with both technical and non-technical audiences
• Comfort learning new systems in a fast-changing environment
• Ownership mentality sees problems and works toward solutions
• Ability to work independently with minimal oversight while proactively identifying next steps

Required Qualifications (Must Have)

Must have experience in one or more of the following areas:

• Strong familiarity with internal Aeroflow systems tools or workflows paired with a demonstrated interest and curiosity in technology including how systems work how they connect and how they can be improved. This could include internal IT systems business applications or operational tools used across the organization.

• Supporting internal business systems or IT environments such as Desktop Support Systems Administration Application Support or similar roles with comfort troubleshooting issues and supporting end users.

• Contact center operations or contact center support systems with exposure to platforms such as Five9 Zoom Phone Zoom Contact Center Genesys NICE Amazon Connect or similar tools.

• Business systems ownership product support or technical operations where you partnered with business users IT or development teams to gather requirements support implementations and improve workflows.

In addition the ideal candidate will bring:

• Comfort with modern telephony and VoIP concepts including call flows queues routing extensions and how contact center platforms integrate into broader IT ecosystems
• Experience working cross-functionally including conversations with Contact Center Operations IT Development teams and business stakeholders
• A strong problem-solving and ownership mindset demonstrated by proactively identifying audits clean-ups or improvements rather than waiting for direction
• Willingness and ability to learn new platforms and tools particularly low-code or configuration-driven environments such as Zoom Contact Center
• Ability to balance platform administration with project-based work (migrations audits optimizations new call flows)
• Strong communication and documentation skills with the ability to translate between business needs and technical constraints

Nice to Have

• Experience supporting a contact center platform migration or implementation
• Exposure to JavaScript scripting or low-code automation tools
• Experience working in Agile or project-based environments
• Familiarity with CRM or ticketing systems that integrate with contact center tools
• Prior experience as a super-user administrator or power user for business systems

What Aeroflow Offers

Competitive Pay Health Plans with FSA or HSA options Dental and Vision Insurance Optional Life Insurance 401K with Company Match 12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s) Additional Parental benefits to include fertility stipends free diapers breast pump Paid Holidays PTO Accrual from day one Employee Assistance Programs and SO MUCH MORE!!

Here at Aeroflow we are proud of our commitment to all of our employees. Aeroflow Health has been recognized both locally and nationally for the following achievements:

• Family Forward Certified
• Great Place to Work Certified
• 5000 Best Place to Work award winner
• HME Excellence Award
• Sky High Growth Award

If youve been looking for an opportunity that will allow you to make an impact and an organization with unlimited growth potential we want to hear from you!

Aeroflow Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race color sex religion sexual orientation national origin disability genetic information pregnancy or any other protected characteristic as outlined by federal state or local laws.

Required Experience:

Senior IC