Senior Contact Center Administrator

Aeroflow Career • Asheville, NC

1d

About The Position

Aeroflow Health is made up of creative and talented associates who are transforming the home medical equipment industry. Our patient-centric business model is founded on innovation through technology and cutting-edge delivery platforms. We are among the fastest-growing healthcare companies in the U.S. and have been recognized on the Inc. 5000 list of fastest-growing companies. As Aeroflow continues to scale, our Contact Center technology and processes play a critical role in how we serve patients, support internal teams, and enable growth. The Opportunity We are seeking a Senior 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 —even if they are still growing their technical skillset. While the role includes exposure to scripting, integrations, and system configuration, we value aptitude, curiosity, and a willingness to learn over deep engineering expertise. A major near-term initiative for this role will be the transition from Five9 to Zoom Contact Center , followed by additional projects focused on optimization, automation, and continuous improvement. This role will work closely with: Contact Center Operations & Leadership IT & Development partners Business stakeholders across multiple departments

Requirements

• Must have experience in one or more of the following areas: 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. Supporting internal business systems or IT environments, such as Desktop Support, Systems Administration, Application Support, or similar roles, with comfort troubleshooting issues and supporting end users. 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.
• Comfort with modern telephony and VoIP concepts, including call flows, queues, routing, extensions, and how contact center platforms integrate into broader IT ecosystems
• 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

• Experience supporting a contact center platform migration or implementation
• Exposure to JavaScript, scripting, or low-code automation tools
• 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

• Serve as the primary support for contact center systems, tools, and processes
• Lead and coordinate contact center technology initiatives, including the Five9 → Zoom Contact Center migration
• Partner with stakeholders to define requirements, prioritize work, and manage delivery timelines
• Balance short-term operational needs with longer-term platform improvements
• Act as a bridge between business users and technical teams, translating: Business workflows into system requirements 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 Basic workflows and configurations
• Assist with configuration and maintenance of voice, chat, email, and other contact center channels
• Collaborate with technical partners on integrations, enhancements, and troubleshooting
• Work at a functional level with JavaScript, scripting, or low-code tools to support workflows, automations, or configurations
• Learn and grow technical capabilities alongside the team as the Zoom platform is implemented
• Identify opportunities to improve efficiency, automation, reporting, and system health
• Communicate clearly with cross-functional partners on status, risks, and dependencies
• Create and maintain documentation for processes, workflows, and system changes
• Support change management and user adoption through training materials and communication
• Other duties as assigned

Benefits

• Competitive Pay
• Health Plans with FSA or HSA options
• Dental, and 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 and SO MUCH MORE!!

What This Job Offers

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