Contact Center Technology Specialist

Contact Center Platform Administration

Serve as the primary administrator for enterprise contact center platforms and communication technologies.
Configure and oversee system settings, user accounts and permissions, routing rules, extension directories, business hour rules, and system integrity checks.
Troubleshoot platform issues and coordinate resolution with internal stakeholders and third-party vendors.
Maintain system documentation and ensure technology configurations align with operational requirements.
Evaluate platform enhancements and recommend improvements to increase efficiency and user experience.

IVR & Call Flow Optimization

Design, configure, and optimize Interactive Voice Response (IVR) menus and patient self-service experiences.
Manage call routing logic to ensure patients reach the appropriate department, practice, or resource.
Monitor call flow performance and identify opportunities to reduce abandonment rates and improve caller satisfaction.
Test and validate routing changes prior to deployment.
Maintain documentation of all call flows and IVR structures.

Digital Fax Platform Management

Administer enterprise digital fax systems and workflows.
Manage fax routing, user access, integrations, and troubleshooting activities.
Monitor system performance and ensure reliable delivery and receipt of patient documentation.
Coordinate issue resolution with vendors and internal departments when necessary.

AI Analytics & Intelligent Routing Management

Support and administer AI-driven call analytics, speech intelligence, and automated routing technologies.
Monitor AI performance and recommend adjustments to improve call classification and routing accuracy.
Analyze conversation trends and insights to identify operational opportunities and risks.
Assist with implementation and testing of emerging AI tools and communication technologies.

Reporting & Business Intelligence

Develop, maintain, and distribute enterprise call reports and KPI dashboards.
Utilize Power BI, Excel, and other analytics tools to create actionable operational insights.
Optimize phone usage trends and provide recommendations to reduce telephony costs and license costs.
Support leadership with ad hoc reporting and data analysis requests.

Technology Implementation & Project Coordination

Lead and coordinate technology implementation projects related to contact center operations and patient engagement platforms.
Develop project plans, timelines, testing protocols, and deployment schedules.
Coordinate activities between vendors, operational teams, IT resources, and leadership.
Ensure project milestones are completed accurately and within established timelines.
Document project outcomes and support post-implementation optimization efforts.

Training Documentation & User Support

Develop training guides, standard operating procedures, job aids, and technology documentation.
Create clear and scalable processes for onboarding users to new systems and workflows.
Provide technical guidance and support to users across multiple practices and departments.
Identify recurring support issues and recommend process or training improvements.
Maintain a centralized repository of technology documentation and best practices.

Multi-State Operational Support

Support contact center operations across multiple practices and geographic regions.
Collaborate with leaders and staff to understand operational needs and technology requirements.
Ensure system configurations support location-specific workflows while maintaining enterprise standards.
Serve as a trusted technology resource for contact center and patient engagement teams.