Virtual Contact Center Administrator

HonorHealth•Phoenix, AZ

12d

About The Position

Looking to be part of something more meaningful? At HonorHealth, you’ll be part of a team, creating a multi-dimensional care experience for our patients. You’ll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let’s go beyond expectations and transform healthcare together. HonorHealth is one of Arizona’s largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 17,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com.

Requirements

High School Diploma - Required
2 years experience as a VCC Administrator, Contact Center Administrator, or similar role - Required
Strong knowledge of ACD, IVR, Dialer, CTI, and reporting modules.
Strong communication and collaboration abilities - Required

Nice To Haves

Associates Relevant Discipline - Preferred
Experience with CRM integrations and APIs - Preferred
Familiarity with call center operations, KPIs, and compliance requirements.
Excellent problem-solving and troubleshooting skills
Knowledge of SQL, scripting (VB, JavaScript, or similar), or API integration - Preferred
Experience with workforce management (WFM) tools and omnichannel routing - Preferred
Project management or business analyst experience in a contact center environment - Preferred
Five9 Contact Center experience - Preferred
Virtual Contact Center (VCC) Administrator or related certification - Preferred

Responsibilities

Manage and maintain VCC platforms, including IVR, ACD, campaigns, queues, skill groups, and call routing strategies.
Create and manage user accounts, profiles, roles, and security permissions.
Configure dialer settings, predictive dialing modes, and compliance rules (e.g., TCPA, Do Not Call lists).
Design and implement call flows, IVR scripts, and routing logic based on business needs.
Optimize campaign strategies to improve KPIs such as service level, abandonment rate, and agent productivity.
Integrate VCC with CRM systems (e.g., Salesforce, Zendesk, ServiceNow) and other third-party applications.
Monitor system health, agent performance, and call traffic in real-time.
Troubleshoot technical issues and coordinate with VCC Support when necessary.
Provide Tier 2/3 support to contact center operations teams.
Build, customize, and maintain VCC reports and dashboards.
Analyze call center performance data and provide actionable insights.
Ensure compliance with SLAs and internal reporting standards.
Develop and maintain system documentation, user guides, and knowledge base articles.
Train supervisors and end-users on VCC features, reporting tools, and workflows.
Performs other duties as assigned.