Contact Center Administrator (REMOTE)

Aeroflow Health • Asheville, NC

15h • Remote

About The Position

Aeroflow Health is seeking a 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 solutions. While this role involves building and enhancing call flows, chat flows, and routing logic within our CCaaS platform, we value problem-solving ability, process logic, and adaptability over deep telecommunications expertise. Our team is currently mid-transition from Five9 to Zoom Contact Center, which will be followed by additional projects focused on optimization, automation, and continuous improvement. This role will work closely with Contact Center Operations & Leadership, IT & Development partners, and Business stakeholders across multiple departments.

Requirements

• Comfortable troubleshooting issues and supporting end users. This may look like experience supporting internal business systems or IT environments, such as Desktop Support, Systems Administration, Application Support, or similar roles.
• Experience in 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.
• 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 Haves

• 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.
• 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

Responsibilities

• Design, develop, and maintain custom call flows, chat flows, and email distribution workflows within our CCaSS
• Coordinate and lead contact center technology initiatives
• Partner with stakeholders to define requirements, prioritize work, and manage delivery timelines
• Balance short-term operational needs with longer-term platform improvements
• Build and configure Zoom Virtual Assistant solutions that improve customer self-service and routing efficiency
• Act as a bridge between business users and technical teams, translating business workflows into system requirements and 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, and basic workflows and configurations
• Collaborate with technical partners on integrations, enhancements, and troubleshooting
• Learn and grow technical capabilities alongside the team as the Zoom platform is implemented
• Stay current with CCaSS platform updates and new features to identify opportunities for enhancement
• Other job duties assigned

Benefits

• Competitive Pay
• Health Plans with FSA or HSA options
• Dental
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed