Contact Center System Lead

The Contact Center Systems Lead is responsible for overseeing the daily operation, configuration, and optimization of the organization's contact center systems.

This role ensures systems such as call routing, workforce management, customer relationship management, quality monitoring, and interactive voice response operate efficiently and align with business needs.

The position works closely with internal stakeholders, external vendors, and business process outsourcing partners to support technical operations, drive improvements, and ensure continuity of service.

Key Responsibilities: System Configuration and Administration: * Manage and configure contact center systems including call routing tools, workforce management platforms, customer relationship systems, and quality monitoring applications.

Perform user setup, permissions adjustments, and system settings changes.

Ensure system accuracy, monitor performance, and resolve configuration issues.

* Build and maintain internal SharePoint sites for the contact center team.

Ensure content is current and accessible.

Support dashboards and resource libraries used by frontline teams.

* Provide input on system-related policies and procedures.

Assist in interpreting technical updates for non-technical audiences.

Ensure compliance with internal standards and regulatory guidelines.

* Handles sensitive business data including user access credentials, system configuration details, internal performance data, and operational reports.

Responsible for protecting this data in compliance with organizational and legal standards.

IVR Project Coordination and Lifecycle Management: * Lead the lifecycle of IVR changes, from gathering requirements for IVR enhancing projects to coordinating IT deployment of updates.

Collaborate with business teams to design call flows and document system requirements.

Create high-level and detailed flow diagrams and conduct user acceptance testing.

Reporting and Data Analysis: * Produce weekly and monthly reports that track system uptime, contact delivery, agent activity, and license usage.

Share findings with internal stakeholders to support operational decisions and identify areas for improvement.

Track and communicate system outages and performance trends.

Outage and Escalation Management: * Act as the escalation point of contact for system outages or performance issues across internal teams and external partners.

Maintain standardized processes for outage handling and recovery.

Collaborate with IT and vendor support teams to resolve and document incidents.

User Access and Onboarding: * Manage access permissions for all supported contact center systems.

Lead onboarding and offboarding processes for internal employees and vendor agents.

Maintain process documentation and provide support for access-related issues.

Technology Coordination and Release Management: * Coordinate technology updates, development releases, and system enhancements across teams.

Partner with internal IT, NICE platform administrators, and external vendors to align updates with operational requirements and minimize disruption.

* Contributes to public storage system strategy, identifies opportunities for efficiency, and supports innovative solutions for call flow and contact center optimization.

May lead or co-lead cross-functional projects involving multiple departments or vendor teams.