ESA - Electronic Security Association

Senior Contact Center Platform Administrator

ESA - Electronic Security Association

full-time

Posted on:

Origin:  • 🇺🇸 United States • Kentucky

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Salary

💰 $69,597 - $118,503 per year

Job Level

Senior

Tech Stack

CloudJavaScript

About the role

  • 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.

Requirements

  • 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.)