Contact Center Technology Specialist

Eye Health America

Contact Center Technology Specialist managing enterprise contact center applications and digital communication platforms. Responsible for configuration, optimization, and support of technology solutions for patient experience.

Posted 6/19/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Serve as the primary administrator for enterprise contact center platforms and communication technologies.
Configure and oversee system settings, user accounts and permissions, routing rules, extension directories, business hour rules, and system integrity checks.
Troubleshoot platform issues and coordinate resolution with internal stakeholders and third-party vendors.
Maintain system documentation and ensure technology configurations align with operational requirements.
Evaluate platform enhancements and recommend improvements to increase efficiency and user experience.
Design, configure, and optimize Interactive Voice Response (IVR) menus and patient self-service experiences.
Manage call routing logic to ensure patients reach the appropriate department, practice, or resource.
Monitor call flow performance and identify opportunities to reduce abandonment rates and improve caller satisfaction.
Test and validate routing changes prior to deployment.
Administer enterprise digital fax systems and workflows.
Manage fax routing, user access, integrations, and troubleshooting activities.
Monitor system performance and ensure reliable delivery and receipt of patient documentation.
Support and administer AI-driven call analytics, speech intelligence, and automated routing technologies.
Develop, maintain, and distribute enterprise call reports and KPI dashboards.
Lead and coordinate technology implementation projects related to contact center operations and patient engagement platforms.
Develop training guides, standard operating procedures, job aids, and technology documentation.
Support contact center operations across multiple practices and geographic regions.

Requirements

What you’ll need

Associate degree in Information Technology, Business, Healthcare Administration, or related field preferred; equivalent experience considered.
2+ years of experience supporting contact center technologies, business systems, or operational technology platforms.
Experience with reporting and analytics tools such as Power BI and Microsoft Excel.
Experience managing technical projects, implementations, or system enhancements.
Healthcare or multi-site operational experience preferred.
Experience administering phone systems, contact center software (8x8), or communication platforms preferred.

Benefits

Comp & perks

Maintain regular, reliable, and punctual attendance in accordance with scheduling requirements.
Demonstrate professionalism, accountability, and a commitment to service excellence.
Stay current with emerging contact center technologies, AI capabilities, and industry best practices.
Participate in cross-functional projects and process improvement initiatives.
Perform other duties as assigned.

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

system configurationtroubleshootingIVR designcall routing managementperformance monitoringdigital fax administrationAI-driven call analyticsreportinganalyticsproject management

Soft Skills

communicationcoordinationproblem-solvingtraining developmentdocumentationleadershiporganizational skillsuser experience focusstakeholder engagementadaptability

Certifications

Associate degree in Information TechnologyAssociate degree in BusinessAssociate degree in Healthcare Administration