Call Center Technical Administrator II - SA

Call Center Technical Administrator II - Join Our Dynamic Team!Location: Hybrid, based in Los Angeles, Beverly HillsAre you a tech-savvy problem solver who thrives in a fast-paced environment? Do you love optimizing systems, improving processes, and ensuring seamless operations in a call center? If so, we want YOU on our team!As a Call Center Technical Administrator II, you'll be the go-to expert for configuring, maintaining, and enhancing our dialer platform. You'll collaborate with business stakeholders, analysts, and software engineers to drive innovation and efficiency in our call center operations. Your work will have a real impact on how we connect with customers and optimize performance.What You'll Do:Be the primary administrator for our technical call center environment.Configure, analyze, and test call routing solutions, IVR changes, call queues, and contact flows.Maintain and manage phone number inventories to ensure seamless operations.Troubleshoot and resolve call quality issues, improper call routing, and user support concerns.Work with vendors to resolve service issues and implement technical solutions.Collaborate with infrastructure teams, software engineers, and vendors to integrate backend systems and external data.Ensure compliance with security policies and recommend improvements for efficiency and best practicesWhat You Bring to the Table:Dialer System Expertise: Deep knowledge of dialer platforms (NICE InContact is a plus!)Data Management & Analysis: Ability to interpret performance metrics to optimize operations.CRM Integration: Understanding of dialer-CRM synchronization (Salesforce experience is a plus).Campaign Management: Knowledge of outbound campaign strategies and execution.Tech Savvy: Familiarity with AI/ML applications in contact centers (nice to have but not required).Strong Problem-Solving Skills: Ability to troubleshoot, diagnose, and resolve technical issues.Excellent Communication: Work cross-functionally with teams at all levels.What We're Looking For:5+ years of experience in call center technologies, configurations, and processes.Ability to manage multiple priorities, meet deadlines, and think critically.College degree preferred but not required - experience and expertise matter most!Why You'll Love Working With Us:Impactful Work - You'll directly improve how our call center operates.Collaboration & Growth - Work alongside talented professionals and expand your skill set.Exciting Challenges - Every day brings new technical puzzles to solve.Great Environment - We value innovation, teamwork, and continuous improvement.If you're ready to take your technical skills to the next level and be part of a team that drives real change, apply today!

Created: 2025-02-13