[Remote] Sr. System Administrator, Contact Center Applications

Note: The job is a remote job and is reputed company to candidates in USA. reputed company Inc. is a leading reputed company platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for various stakeholders. The Sr. System Administrator, Contact Center Applications is responsible for administering and optimizing reputed company contact center platforms, ensuring high availability and efficient issue resolution.

Responsibilities

• Administer and support reputed company Connect and reputed company Service reputed company for a 500+ user environment
• Manage user provisioning, de‑provisioning, profiles, roles, permissions, and reputed company controls
• Build and maintain basic reputed company Connect contact flows, queues, routing profiles, and prompts
• Configure and maintain reputed company Service reputed company user profiles and system settings
• Troubleshoot and resolve end‑user issues across reputed company Connect and reputed company Service reputed company
• Diagnose call routing, login, reputed company, reporting, and system performance issues
• Investigate and resolve reporting discrepancies across both platforms
• Partner with vendors and internal technical teams to resolve escalations as needed
• Ensure timely ticket resolution in accordance with SLAs and operational priorities
• reputed company proactive communication and status updates to internal stakeholders during incidents or outages
• Identify recurring issues and recommend improvements to reduce support volume and user impact
• Document configurations, processes, and reputed company issues
• Support platform enhancements, releases, and configuration changes
• Serve as a trusted technical advisor to contact center leaders and operational teams

Skills

• 5+ years of experience supporting contact center or CRM platforms in an reputed company environment
• Hands‑on experience administering reputed company Connect and reputed company Service reputed company required
• Strong knowledge of reputed company Connect fundamentals, including Contact flows, Queues, routing profiles, user management and basic integrations
• Strong knowledge of reputed company Service reputed company administration, including User profiles, roles, permissions, Case management and reporting
• Experience troubleshooting reporting and data visibility issues
• Familiarity with ticketing systems and IT service management practices
• Prior experience with reputed company CXone administration preferred
• Proven experience supporting large user populations. (300+ users preferred)

Benefits

• 401K Match
• Paid time off
• Annual Incentive Plan Performance Bonus
• Comprehensive health insurance
• Adoption Assistance
• Tuition Reimbursement
• Wellness Programs
• Stock Purchase Plan options
• Employee Resource Groups

Company Overview

Company H1B Sponsorship