IT Contact Center Administrator

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November 6

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ERGOMED

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Biotechnology • Pharmaceuticals • Healthcare Insurance

ERGOMED is a global group providing specialized services to the biotechnology and pharmaceutical industries. It operates under different service lines, including Ergomed Clinical Research, PrimeVigilance, and ADAMAS Consulting, and is dedicated to providing full-service clinical research organization (CRO) capabilities. Focused on oncology, rare diseases, and complex trials, it also offers end-to-end pharmacovigilance and medical information services, as well as comprehensive GxP audits. Ergomed is committed to supporting drug development with a global presence in around 100 countries.

1001 - 5000 employees

Founded 1997

🧬 Biotechnology

💊 Pharmaceuticals

⚕️ Healthcare Insurance

📋 Description

• Administer and maintain contact center systems (e.g., ContactQ, ZOOM Call Center, or similar) • Configure and optimize call flows, IVR menus, queues, and routing strategies • Monitor system performance and troubleshoot issues to ensure uptime and service quality • Provide technical support and training for agents, supervisors, and managers on contact center tools • Develop and maintain real-time and historical performance reports, dashboards, and analytics • Manage user accounts, security permissions, and profiles • Collaborate with IT and vendor support teams to resolve escalated issues • Support implementation of new features, integrations, or upgrades • Document processes, configurations, and system changes (following GAMP 5 and GxP regulations) • Ensure compliance with data security, privacy, and regulatory standards

🎯 Requirements

• Bachelor’s degree in information technology, Computer Science, Business, or related field (or equivalent experience) • 2–4 years of experience administering contact center platforms or related systems • Strong knowledge of ACD, IVR, CTI, and CRM integrations • Proficiency in reporting and analytics (Excel, SQL, or BI tools) • Excellent problem-solving and troubleshooting skills • Strong communication skills with the ability to interact across technical and business teams • Experience with cloud-based contact center platforms (e.g., ZOOM Call Center, RingCentral) • Basic understanding of telephony technologies such as SIP trunks, Session Border Controllers (SBC), and PBX systems • Familiarity with scripting languages or APIs for integrations • Knowledge of workforce management and quality monitoring tools • IT certifications (e.g., CCNA, AWS, Genesys, Avaya, or other vendor-specific credentials) • Ability to manage multiple priorities in a fast-paced environment

🏖️ Benefits

• Training and career development opportunities internally • Strong emphasis on personal and professional growth • Friendly, supportive working environment • Opportunity to work with colleagues based all over the world, with English as the company language