Job Description
Job Description
About the Role
We are seeking a CX Technology Administrator to support and optimize the technology platforms that power our Customer Experience and Contact Center operations. This position serves as the primary point of contact for administration, configuration, troubleshooting, reporting, and user support across customer-facing technology systems.
This role is ideal for someone with experience supporting contact center platforms, CRM systems, telephony technologies, workforce management tools, quality platforms, or customer service applications. You will partner closely with Operations, IT, vendors, and business leaders to ensure systems are secure, reliable, and configured to meet business needs.
Key Responsibilities
Technology Administration
- Administer and maintain customer experience and contact center technology platforms.
- Configure user profiles, permissions, roles, queues, routing, and communication channels.
- Support telephony, CRM, quality assurance, workforce management, reporting, and customer service platforms.
- Test, validate, and deploy system updates and configuration changes.
- Document configurations, procedures, and system changes.
Troubleshooting & Support
- Serve as the primary resource for technology-related issues impacting customer service operations.
- Investigate and resolve application, configuration, integration, and access issues.
- Perform root cause analysis and partner with internal teams or vendors on complex issues.
- Monitor system performance and recommend proactive improvements.
Security & Compliance
- Manage user access, permissions, and platform security.
- Conduct audits to ensure data accuracy and compliance.
- Support privacy, security, and operational controls.
- Validate system data, reports, and workflows.
Reporting & Process Improvement
- Generate and distribute operational reports and dashboards.
- Identify recurring issues and implement long-term solutions.
- Recommend process improvements and platform enhancements.
- Support AI-enabled customer service initiatives and automation opportunities.
Required Qualifications
- 2+ years of experience supporting technology platforms in a contact center, customer service, customer experience, or operations environment.
- Experience administering or supporting one or more of the following:
-
- Contact Center Platforms
- CRM Systems
- Telephony Solutions
- Workforce Management (WFM) Tools
- Quality Assurance Platforms
- Ticketing Systems
- Strong troubleshooting and problem-solving skills.
- Experience managing user access, permissions, profiles, or system configurations.
- Ability to create documentation, procedures, and knowledge base articles.
- Excellent communication and cross-functional collaboration skills.
\nCompany Description
The professional staffing division of EmployBridge, America's Leading Workforce Specialist:
When our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Company Description
The professional staffing division of EmployBridge, America's Leading Workforce Specialist:\r\nWhen our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.\r\n\r\nWe are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.