Contact Center Systems Administrator

CCC Intelligent Solutions•Sioux Falls, SD

1d•$62,624 - $85,000

About The Position

CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We’re pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com. The Role The Contact Center Systems Administrator is responsible for administering, supporting, and optimizing enterprise contact center platforms supporting 500+ users, with a primary focus on Amazon Connect and Salesforce Service Cloud. This role serves as the front line for system support, user administration, and platform stability, ensuring high availability, efficient issue resolution, and strong end user experience across both applications.

Requirements

5+ years of experience supporting contact center or CRM platforms in an enterprise environment
Hands‑on experience administering Amazon Connect and Salesforce Service Cloud required.
Prior experience with NICE CXone administration preferred.
Proven experience supporting large user populations. (300+ users preferred)
Strong knowledge of Amazon Connect fundamentals, including Contact flows, Queues, routing profiles, user management and basic integrations.
Strong knowledge of Salesforce Service Cloud administration, including User profiles, roles, permissions, Case management and reporting.
Experience troubleshooting reporting and data visibility issues.
Familiarity with ticketing systems and IT service management practices.

Responsibilities

Administer and support Amazon Connect and Salesforce Service Cloud for a 500+ user environment.
Manage user provisioning, de‑provisioning, profiles, roles, permissions, and access controls.
Build and maintain basic Amazon Connect contact flows, queues, routing profiles, and prompts.
Configure and maintain Salesforce Service Cloud user profiles and system settings.
Troubleshoot and resolve end‑user issues across Amazon Connect and Salesforce Service Cloud.
Diagnose call routing, login, access, reporting, and system performance issues.
Investigate and resolve reporting discrepancies across both platforms.
Partner with vendors and internal technical teams to resolve escalations as needed.
Ensure timely ticket resolution in accordance with SLAs and operational priorities.
Provide proactive communication and status updates to internal stakeholders during incidents or outages.
Identify recurring issues and recommend improvements to reduce support volume and user impact.
Document configurations, processes, and known issues.
Support platform enhancements, releases, and configuration changes.
Serve as a trusted technical advisor to contact center leaders and operational teams.