Contact Center Systems Administrator

NCD•Dallas, TX

About The Position

The Contact Center Systems Administrator is responsible for the administration, configuration, support, and continuous improvement of the company’s contact center platform and related workflows. This role will serve as the primary internal owner of the Zoom Contact Center, including routing, IVR, telephony configuration, queue and skill setup, platform changes, and long-term system optimization.

Requirements

5+ years of experience in contact center systems administration, telephony, or related platform ownership roles
Strong hands-on experience administering Zoom Contact Center
Experience supporting phone system migrations
Experience designing and maintaining IVRs, call flows, queues, skills, routing logic, and telephony configuration in a contact center environment
Experience with contact center reporting, dispositions, performance metrics, and dashboards
Strong understanding of contact center operations and how system design impacts service levels, efficiency, and member experience
Experience with telephony provisioning, business hours, failover, overflow, callback configuration, and user administration
Experience partnering cross-functionally with operations, technical teams, vendors, and business stakeholders
Strong troubleshooting, problem-solving, and documentation skills
Ability to manage multiple priorities in a fast-paced, evolving environment

Nice To Haves

Experience supporting automation or AI-assisted workflows in a contact center environment
Demonstrated leadership potential, including experience mentoring others, leading workflows, or taking ownership beyond core individual contributor responsibilities

Responsibilities

Serve as the primary internal administrator and owner of the company’s contact center platform
Configure, maintain, and optimize queues, skills, routing profiles, business hours, holiday schedules, voicemail, callback logic, and overflow/failover paths
Build and maintain IVR menus, call flows, routing logic, and telephony rules aligned to business needs
Manage phone numbers, DID inventory, provisioning, and related telephony configuration
Support user provisioning, access, permissions, and system governance
Maintain system documentation, change logs, platform standards, and administrative processes
Support contact center system implementations, migrations, upgrades, and other platform changes as needed
Participate in testing, validation, issue resolution, cutover support, and go-live readiness activities
Help absorb vendor and implementation knowledge and translate that into sustainable internal ownership
Support transition and stabilization activities following any major system changes
Identify and resolve platform issues impacting contact center workflows
Identify and implement opportunities to improve routing, efficiency, and overall contact center performance
Build and support new queues, campaigns, workflows, and telephony solutions as business needs evolve
Partner with business leaders to support new products, teams, service models, and communication channels
Support reporting improvements, reason code/disposition alignment, and data quality efforts related to contact center operations
Evaluate and support implementation of any new platform capabilities, including AI, automation, agent assist, and other contact center technologies
Partner closely with Member Care leadership and other key stakeholders to support business needs and platform improvements
Translate business requirements into scalable contact center system solutions
Act as an internal subject matter expert for contact center systems and platform capabilities
Communicate system updates, risks, dependencies, and recommendations clearly to leadership
May take on broader ownership, mentorship, or leadership responsibilities as the function grows