Contact Center Systems Administrator

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2d•Remote

About The Position

As a Contact Center Systems Administrator, you will ensure that contact center technologies are stable, secure, compliant, and correctly implemented, while enabling the business to execute dialing, routing, and agent enablement strategies safely and reliably. This role serves as the primary technical owner for our core contact center platforms (Talkdesk) and supporting systems, translating approved business requirements into controlled, compliant, and resilient system configurations. You will administer, govern, and optimize the platform and related technologies to support efficient and reliable operations. This includes configuring and maintaining platform capabilities, enforcing compliance and security controls, managing user access and licenses, and ensuring integrations and telephony components function as intended. You will partner closely with business stakeholders to implement approved routing, IVR, and dialer designs, while maintaining strong change management, documentation, and release discipline across all contact center systems.

Requirements

3+ years of telecom experience working with Talkdesk or 5+ years with similar CCaaS platforms
Strong technical proficiency in contact center configuration, call routing, IVR design, and platform administration
Experience with user access controls, permissions, and license governance
Experience implementing compliant dialing and call handling configurations
Experience supporting system integrations and data flows with CRM and internal systems
Strong troubleshooting and incident response skills
Experience with change management and release controls
Excellent communication and stakeholder collaboration skills

Nice To Haves

Data analysis experience using platform metrics to identify issues and improvement opportunities (preferred)
Proven success in a fast-paced, high-growth environment (preferred)
Experience incorporating AI features into CCaaS implementations (preferred)

Responsibilities

Configure, customize, and maintain our Talkdesk CCaaS platform to support approved business requirements
Provision and deprovision users, roles, permissions, skills, queues, and phone numbers
Manage user access, license assignments, and permission structures
Audit licenses, system access, permissions, and inactive users on a regular cadence
Design and implement inbound routing logic and IVR flows
Configure dialer and campaign settings based on approved business requirements
Configure telephony, carrier connections, and number management
Enforce TCPA, DNC, call recording, consent, and dialing window rules within system configuration
Maintain and monitor Talkdesk integrations and data flows (CRM, LOS, Coaching Tools, etc.)
Collaborate with stakeholders to translate business needs into compliant technical solutions
Monitor platform performance, stability, and data integrity
Provide technical troubleshooting and platform support to end users, supervisors, and operations leaders
Own production configuration changes, release control, rollback planning, and audit logging
Serve as the primary technical escalation point for Talkdesk incidents, outages, and defects
Coordinate vendor escalations and support cases with Talkdesk and telephony providers
Maintain platform documentation, configuration records, and architecture diagrams
Support change management and controlled release processes