Sr Contact Center Platform Administrator

Resideo Technologies, Inc.•Louisville, KY

44d•Hybrid

About The Position

Are you intrigued by the prospect of leading migration to a cutting-edge CCaaS platform? How about helping to shape the way Resideo delivers customer experience through omnichannel cloud-based solutions globally? If you're interested in a mission critical position and driving impact at scale - this opening could be the one for you! Resideo is seeking need for a skilled and detail-oriented Contact Center Platform Administrator within our Customer Experience organization. This role will focus on being the subject matter expert of our CCaaS (Contact Center as a Service) application. This selected candidate will be responsible for ensuring the platform is configured, optimized, and maintained to meet the evolving needs of the business. The ideal candidate will have hands-on experience with cloud-based telephony/omnichannel solutions, strong problem-solving skills, and the ability to work cross-functionally with technical and non-technical stakeholders.

Requirements

3+ years of experience in administering a cloud-based contact center solution (Genesys, NICE, CXone, Five9, etc.) with a sound understanding of call routing, IVR design, queues, ACD, and telephony protocols
Proven experience translating business needs into platform configurations
Proficiency with at least one enterprise software platform and/or tool/service (Microsoft Office, Salesforce, etc.)

Nice To Haves

Direct experience with Content Guru storm
Scripting or automation experience (e.g., JavaScript, REST APIs, or integration with CRMs like Salesforce).
Knowledge of omnichannel platforms (chat, email, social media).
Strong analytical and troubleshooting skills
Excellent written and verbal communication skills

Responsibilities

Platform Administration: Configure and optimize Content Guru storm platform features, including call flows, IVR, skills-based routing, agent profiles, queues, and reporting dashboards; Ensure proper user access management, licensing, and permission controls; Perform routine maintenance, patching, and upgrades in coordination with vendor support and internal IT teams.
Support & Troubleshooting: Act as Tier 2 support for issues escalated from frontline teams; Investigate, document, and resolve platform incidents, escalating to Content Guru or internal engineering as needed; Monitor platform health and performance, proactively identifying and addressing anomalies or outages; May require participation in on-call rotations or after-hours maintenance windows.
Change & Release Management: Work with business stakeholders to capture configuration and enhancement requests, along with guiding platform integrations; Participate in testing and quality assurance for new features or changes prior to production rollout; Maintain documentation and version control of configurations and changes.
Reporting & Analytics: Partner with Support business teams with data extraction, report building, and insights.
Training & Knowledge Sharing: Provide technical guidance and training to agents, team leads, and other admins; Maintain up-to-date platform documentation, including SOPs, configuration guides, and runbooks.

Benefits

Interested qualified candidates may be eligible for a liberal sign-on bonus.
The opportunity to own and shape the Resideo Customer Experience at scale!
Innovation: Bring your creative ideas to the table and be part of a company that values out-of-the-box thinking
Growth: Join a dynamic team with ample opportunities for professional and personal development
Resideo provides employees with a comprehensive benefits package, including life and health insurance, life assistance program, accidental death and dismemberment insurance, disability insurance, retirement plans, vacation & holidays

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