Full-Time IT Contact Center Administrator
Ergomed is hiring a remote Full-Time IT Contact Center Administrator. The career level for this job opening is Experienced and is accepting Raleigh, NC based applicants remotely. Read complete job description before applying.
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Ergomed
Job Title
IT Contact Center Administrator
Posted
Career Level
Full-Time
Career Level
Experienced
Locations Accepted
Raleigh, NC
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Job Details
The Contact Center Administrator is responsible for the daily administration, configuration, and optimization of the contact center technology platform(s). This role ensures that the contact center operates efficiently.
Key Responsibilities:
- Administer and maintain contact center systems (e.g., ContactQ, ZOOM Call Center, or similar).
- Configure and optimize call flows, IVR menus, queues, and routing strategies.
- Monitor system performance and troubleshoot issues to ensure uptime and service quality.
- Provide technical support and training for agents, supervisors, and managers on contact center tools.
- Develop and maintain real-time and historical performance reports, dashboards, and analytics.
- Manage user accounts, security permissions, and profiles.
- Collaborate with IT and vendor support teams to resolve escalated issues.
- Support implementation of new features, integrations, or upgrades.
- Document processes, configurations, and system changes (following GAMP 5 and GxP regulations).
- Ensure compliance with data security, privacy, and regulatory standards.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, Business, or related field (or equivalent experience).
- 2–4 years of experience administering contact center platforms or related systems.
- Strong knowledge of ACD, IVR, CTI, and CRM integrations.
- Proficiency in reporting and analytics (Excel, SQL, or BI tools).
- Excellent problem-solving and troubleshooting skills.
- Strong communication skills with the ability to interact across technical and business teams.
- Experience with cloud-based contact center platforms (e.g., ZOOM Call Center, RingCentral).
- Basic understanding of telephony technologies such as SIP trunks, Session Border Controllers (SBC), and PBX systems.
- Familiarity with scripting languages or APIs for integrations.
- Knowledge of workforce management and quality monitoring tools.
- IT certifications (e.g., CCNA, AWS, Genesys, Avaya, or other vendor-specific credentials).
- Ability to manage multiple priorities in a fast-paced environment.
Skills
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time IT Contact Center Administrator at Ergomed is
5th of December 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Raleigh, NC
] applicants. .
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