Contact Center Administrator Job at Mutual of Omaha Mortgage, Irvine, CA

bkVaZTRUYXlkRVJoMzllQWZqM1B2aHFqdWc9PQ==
  • Mutual of Omaha Mortgage
  • Irvine, CA

Job Description

Accountable to managing the day-to-day administration, configuration, performance optimization, and integration of contact center platforms.  

 

Job Responsibilities 

Platform Configuration & Administration (50%) 

  • Build and maintain the various components and workflows of the contact center platforms, including IVR, queues, routing, skills, campaigns, SMS/MMS messaging  

  • Create and maintain users and workgroups. Provision TFNs, DIDs, and campaigns  

  • Configure and maintain inbound and outbound calls and SMS messaging flows 

  • Develop/generate contact center reports.  

  • Publish and maintain reports and dashboards.  

  • Monitor the platform logs and adverse contact center events. Resolve or escalate issues with a sense of urgency.   

  • Optimize the contact center performance to increase efficiency and productivity  

  • Identify bottlenecks and optimize system performance to meet and exceed operating metrics.  

  • Maintain 99.9% uptime of the contact center platforms.  

User Support (30%) 

  • Intake, triage, diagnose, and resolve user issues while adhering to business SLAs (service level agreement).   

Platform Integration (20%) 

  • Develop and maintain APIs to integrate the telephony and messaging platforms with CRM and scripting tools 



 

Experience and Qualifications 

  • Minimum 3 years hands-on experience as a Contact Center Administrator in a high-volume call center. Direct experience in Five9, Twilio, and Salesforce, is a plus. 

  • Minimum 3 years hands-on experience in integrating telephony and messaging platforms with CRM.  Salesforce integration experience is a plus.   

  • Excellent written and verbal communication skills.  

  • Self-starter, problem-solver, and solution-oriented. 

  • Bachelor’s Degree in technical fields (engineering, computer science, network, information technology, and related fields) or equivalent experience. 

Job Tags

Full time,

Similar Jobs

MedConnect

Neonatal Nurse Practitioner (Leadership Position) Job at MedConnect

 ...Full Time: Estimated compensation is minimum of $122,000.00/annually, and maximum is $174,000.00/annually. Seeking Neonatal Nurse Practitioner or NICU Physician To Join Our Level II/III NICU Practice in South Denver, CO as an APP Lead Join a dynamic team with true... 

Detailed Services

Night Carpet Cleaning Tech - PT Job at Detailed Services

 ...variety to keep you interested ... A GREAT position is available for night owls in a growing company with advancement opportunity! We...  ...our growing list of clients. Primary duties include carpet cleaning, upholstery cleaning, hard surface maintenance, power washing,... 

Carrigan Auto Group LLC

Copy of Mercedes Benz Automotive Technician Job at Carrigan Auto Group LLC

 ...Precision Imports part of The Carrigan Auto Groupis a leading automotive repair facility specializing in luxury vehicles, including Mercedes-Benz. We pride ourselves on delivering exceptional service and unparalleled expertise to our valued customers. Job Description: We... 

Career Strategies

Nursing Home Administrator Job at Career Strategies

 ...Job Summary: The Nursing Home Administrator is responsible for the overall management and operation of a skilled nursing facility, ensuring the delivery of high-quality resident care, compliance with regulatory standards, and effective leadership of staff. The Administrator... 

European Wax Center - Santee, CA

Esthetician/Wax Specialist Job at European Wax Center - Santee, CA

Do you love to help others look and feel their best? If so, come join our team at EWC Santee! Were seeking Licensed Estheticians and Cosmetologists to join our team in Santee. As a Wax Specialist, you will work with our Exclusive Comfort Wax providing your guests...