Contact Center Systems Administrator (Cloud)
Posted on Indeed on Feb 08, 2021

The Contact Center Systems Admin is responsible for managing our core contact center cloud-based platform and for lending expertise on all system capabilities. The Contact Center Systems Admin plays a key role and is technically minded, creative, and innovative. This position oversees and manages VIPdesk Connect’s contact center cloud-based platforms. This includes consulting on solutions, design, configuration, implementation, maintenance, and administration while ensuring the stability, integrity, and efficient operation of the VIPdesk Call Center cloud platforms that supports core organizational functions.

The Contact Center Systems Administrator supports VIPdesk’s internal teams by gathering and understanding team and client requirements, performing tasks to meet operational and implementation goals, and providing technical consulting. In addition, this person constantly strives to document and keep current his/her knowledge regarding VIPdesk Connect’s platforms in order to guide and provide recommendations for their practical use.

The Contact Center Systems Administrator will support several platforms as VIPdesk clients operate on several contact center cloud-based platforms. This role will participate in client meetings providing expertise, guidance, consulting, and recommendations. They will create implementation project plans and manage the workload requests, priorities, and process from clients.

The Contact Center Systems Admin will partner with our Service Delivery Operations Team providing them with support for client requests.


  • Enthusiastically and passionately supports and embodies VIPdesk’s core values when interacting with team members, partners, vendors, and clients
  • Serves as “the” contact center cloud-based solution expert
  • Creates, maintains, and updates cloud-based contact center applications used for communications management
  • Creates, maintains, and updates the IVR configurations based on requirements from clients
  • Provides application support expertise with a focus in the area of contact center technology including omnichannel routing of voice, email, chat, and SMS
  • Analyzes, diagnoses, and resolves application problems related to contact center technology
  • Works with developers, clients, and service delivery for continuous process improvements and high-quality deliveries on time
  • Partners with operations on client requirements for changes
  • Works as the focal point for all vendor management, including recurring meetings and issue management
  • Develops policies, procedures, and standards for installing, configuring, and supporting contact center technology
  • Collaborates with Tech Support and Operations to maintain application and network security
  • Monitors applications to ensure compliance with licensing agreements and system availability including monthly billing verification
  • Provides system functionality training to the VIPdesk Support Team
  • Monitors efficiency and effectiveness of the systems
  • Experience building inbound configurations and IVR scripting
  • Design, test, and implement changes to the system administration
  • Identify enhancements for configuration processes and procedures to achieve organization targets
  • Experience building reporting and providing ad-hoc analysis on the VIPdesk systems


  • Bachelor's degree from an accredited college or university
  • High school diploma or equivalent and additional full-time, related experience may substitute for the required education
  • Five (5) years of full-time, recent system administration experience
  • Two (2) years administering contact center cloud environment
  • Experience with Zendesk, VMware, PCI DSS
  • Preferred experience working for a BPO
  • Preferred experience with the following:
    • BrightPattern/Avaya, Moodle, Office 365, AWS
  • Nice to have experience with the following:
    • SQL
    • Active Directory/group policy
    • Linux
  • Experience with VOIP and IT Infrastructure technologies, such as DNS and Windows 10
  • Experience managing multiple projects
  • Expertise presenting recommendations and ideas to clients
  • Creative, flexible, curious, and agile
  • Superior time-management skills along with the ability to meet critical recruiting deadlines
  • Able to manage multiple tasks and work well under pressure and varying time constraints
  • Must have the ability to quickly learn systems, processes, and procedures
  • Able to keep up with fast-paced environment; demonstrates flexibility
  • Self-motivated (proactive) and able to work independently
  • Strong sense of urgency, demonstrates ownership, has high energy, and is a team player
  • Superior detail and organizational management skills are required
  • Ability to handle sensitive and confidential information appropriately
  • Strong initiative and solid judgment abilities/skills
  • Able to successfully pass a credit, criminal and employment reference security checks

VIPdesk is proud to be an equal opportunity employer, M/F/D/V.

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