ERGOMED

Contact Center Administrator

ERGOMED

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇭🇷 Croatia

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Job Level

Mid-LevelSenior

Tech Stack

AWSCloudSQL

About the role

  • 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

Requirements

  • Bachelor’s degree in information technology, Computer Science, Business, or related field (or equivalent experience)
  • 2–4 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
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ACDIVRCTICRM integrationsreportinganalyticsExcelSQLscripting languagestelephony technologies
Soft skills
problem-solvingtroubleshootingcommunicationcollaborationability to manage multiple priorities
Certifications
CCNAAWSGenesysAvaya