Contact Center Systems Administrator - Endwell, NY

About the role

As a Contact Center Systems Administrator, you'll play a key role in ensuring the technology that powers our Contact Center operates efficiently, reliably, and effectively. In this role, you'll oversee, maintain, and enhance Contact Center systems, troubleshoot technical issues, and collaborate with teams across the organization to improve processes and the member experience. You'll serve as a subject matter expert on Contact Center systems, helping drive innovation, optimize performance, and support the tools and technology that enable exceptional service delivery.

Responsibilities

• Administer, maintain, and optimize Contact Center systems and applications to ensure reliable performance.
• Monitor system functionality, implement updates, perform testing, and support system integrations.
• Troubleshoot system issues, manage vendor support tickets, and serve as a primary resource for Contact Center technology support.
• Analyze system performance, reporting, and engagement data to identify opportunities for improvement.
• Partner with leadership, IT, vendors, and cross-functional teams to enhance operations and improve the member experience.
• Support compliance requirements, audits, and security standards while maintaining system documentation and procedures.

What success looks like

• Keeping Contact Center systems running efficiently, securely, and with minimal disruption to operations.
• Resolving system issues promptly and serving as a trusted resource for Contact Center employees and leadership.
• Identifying opportunities to improve processes, system performance, and operational effectiveness.
• Leveraging data, reporting, and analytics to support informed decision-making and department goals.
• Building strong partnerships across departments to deliver technology solutions that enhance the member and employee experience.
• Demonstrating initiative, adaptability, and continuous learning in an evolving technology environment.

Requirements

• Bachelor’s degree in business administration, management or related field and 1–3 years of relevant experience; 4–6 years of relevant experience may be considered in lieu of a degree.
• Working knowledge of contact center operations and systems.
• Proficient in the Microsoft Office Suite programs.
• Proficient with standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, PCs, etc.

Preferred qualifications

• Bilingual proficiency.
• Proficiency in Contact Center services, systems, and procedures.
• 3 years of contact/call center experience.
• 5 years of credit union, banking, retail, or contact center experience.
• Minimum of 5 years supervisor/leadership experience or equivalent training.

Benefits

• Retirement benefits – pension plan, 401(k) with employer match
• Excellent health benefits – medical, dental, vision, and supplemental coverage
• Flexible Paid Time Off (PTO), Volunteer Time Off (VTO), and Wellness Time Off (WTO)
• 10+ paid holidays per year
• Lifestyle Spending Account (LSA) stipend for wellness, caregiving, or personal expenses such as student loan repayment and tuition reimbursement
• Employee recognition program

Pay

$31.25/hr – $38.00/hr. Hiring rates may be dependent on a number of factors, including years of directly related work experience, education, geographic location or special skills.

Schedule

Full-Time (40 hours/week), Monday to Friday 8:00 AM – 5:00 PM

On-site in Endwell, NY. Hybrid/Remote opportunity available only to candidates from the Endwell, NY or surrounding areas.