 A Call Center Technical Administrator is a systems administrator solely focused on the configuration, maintenance and quality assurance of our dialer platform. This role will work with business stakeholders, technical business analysts and software engineers to solve business problems, implement or improve processes and own problems that are large in scope or have a considerable impact on the Call Center.The essential duties for this role include, but are not limited to:Serves as a primary administrator for the technical call center environment with 1,000+ users.Analyze, configure, test and implement call routing solutions, Interactive Voice Response (IVR) changes, call queues, contact flows, etc.Acquire phone numbers to be used by the Call Center and maintain the inventory of those numbers and how they are used.Handle all basic administrative functions including user account maintenance and call routing proles.Troubleshoot, evaluate and diagnose end-user issues including call quality, improper call routing. Recommend and implement solutions. Also finding the root cause of an issue.Responsible for correcting support issues through the trouble ticket management system, Participate in the evaluation, scope and completion of new Call Center technical solutions.Assist the technical business analysts and software engineers to research development requests and present recommendations for business and technical solutions to address business needs.Contact vendors regarding service issues to receive support information or assistance.Collaborate with infrastructure, other application administrators, users, software engineering and application vendors to resolve support issues and develop technical solutions to meet the business needs of the users that involve integration with backend systems, outside data, external vendors, etc.Adhere to, enforce and make improvements to the appropriate information security policies based on the sensitivity of company data and report any security related issuesEnsure that Call Center best practices, data policies, standards and best practices are followed; research and provide recommendations for improvements where necessary.
