Contact Center Administrator (On-site)

About the role

As a Contact Center Administrator, you will provide day-to-day administration and support to analyze, troubleshoot, and develop operational functions of the RingCentral Contact Center platform. This includes the NICE In-Contact Proactive XS predictive dialer, ACD blending, Omnichannel functions, and IVR scripting. You will lead the development of Omnichannel, IVR, and dialer interaction for a high-volume contact center, ensuring efficiency and effectiveness in systems management and performance.

Responsibilities

• Support development of the RingCentral platform as a Subject Matter Expert (SME) for inbound/outbound and Omnichannel strategies.
• Develop a new daily download process for list management and load balancing from various CRM systems based on defined strategies, including Omnichannel strategy analytics.
• Establish working relationships with internal and external business partners to resolve critical enhancements, performance, and downtime issues impacting the contact center.
• Develop expertise in the function and capabilities of multiple contact center systems.
• Ensure system readiness each day of production, reducing outages or delays to business processes.
• Optimize outbound campaign technology attributes to ensure company and regulatory compliance.
• Conduct regular analysis of campaign results and call center KPIs to optimize existing strategies using the RingCentral platform.
• Support business growth with technology and strategy improvements aligned with company goals.
• Monitor controls to ensure FDCPA, TCPA, state, and federal regulatory compliance, working with internal audit and compliance teams as required.
• Optimize call flows to adhere to defined company KPIs for both Customer Service and Collections.
• Demonstrate schedule flexibility, especially during the launch of new projects or deployment of software updates.
• Develop expertise in Salesforce to create and establish improved agent experience opportunities with RingCentral Omnichannel customer communication.
• Perform related duties as assigned by supervisor.

Requirements

• High school diploma or equivalent; Bachelor’s degree preferred.
• Experience implementing Omni-channel strategies for outbound contact, including IVR, SMS, Email, and Chatbot.
• Experience in Contact Center Studio, Salesforce, MAXagent script development, deployment, and troubleshooting.
• 5+ years of experience in a contact center environment; mortgage collections and customer service experience preferred.
• 3+ years of previous experience in a dialer administration, analyst, or development role.
• 1+ years of experience with Microsoft SQL Server and ability to write basic SQL statements.
• Experience with the RingCentral Contact Center platform and working knowledge of cloud-based platforms.

Skills

• Demonstrated knowledge and understanding of call center KPI metrics.
• Knowledge of call center compliance and controls around FDCPA, TCPA, state, and federal regulatory guidelines.
• Excellent time management and organizational skills.
• Strategic and independent thinker with strong problem-solving and analytical skills.
• Proficiency with Microsoft Office software, specifically Excel.
• Solid work ethic, high integrity, positive attitude, and strong attention to detail.

Benefits

• Medical, dental, and vision insurance.
• Health Savings Account with employer contribution.
• 401(k) Retirement plan with employer match.
• Paid Maternity Leave, Parental Bonding Leave, and Caregiver Leave.
• Adoption Assistance.
• Tuition & Certification reimbursement.
• Employee Mortgage Loan Program.
• Employee Emergency and Disaster Fund to support team members experiencing hardships.

Community & Growth

• 1 company-paid Volunteer Time Off day (over 40,000 volunteer hours contributed since inception).
• Matching Gifts Program—dollar-for-dollar up to $1,000.
• Access to grants, nonprofit resources, and volunteer opportunities.
• More than $6,000,000 donated since 2020.
• 1 in 5 employees participates in at least one Employee Resource Group (ERG).