Contact Center Platform Specialist

🔥 23 hours ago

🇺🇸 United States – Remote

💵 $84k - $88k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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Amplity Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Amplity Health is a global contract sales and commercial organization partnering with pharmaceutical and biotechnology companies to provide tailored outsourced programs and communications throughout a drug's life cycle. They specialize in scientific stakeholder engagement and go-to-market strategies by emphasizing person-to-person interactions with physicians, patients, payers, community organizations, and life science executives. Amplity manages and employs stakeholder-facing professionals globally to ensure that more patients gain access to the best medicines. Their expertise includes oncology, rare diseases, and specialty therapies, with a focus on precision medicine solutions. Amplity's services extend to medical communications, market access, commercial sales, and providing real-time insights through proprietary AI-powered technology to enhance stakeholder engagement.

📋 Description

• Administer and configure enterprise contact center and CCaaS platforms supporting inbound, outbound, and digital interactions • Manage users, roles, permissions, teams, skills, queues, routing rules, dispositions, campaigns, and platform configurations • Support IVR, call flows, agent workflows, telephony, digital channels, quality management, and workforce capabilities • Provide day-to-day platform administration, production support, issue resolution, and user assistance • Troubleshoot access, routing, call flow, recording, integration, reporting, quality management, and agent-experience issues • Monitor platform health, manage incidents and service requests, and coordinate vendor escalation • Participate in client discovery, configuration workshops, solution design, and implementation planning • Configure client-specific solutions and support provisioning, testing, deployment, go-live, and hypercare • Support contact center workflows, campaigns, call recording, quality support, coaching, and workforce capabilities • Configure and validate operational reports and dashboards and coordinate KPI data requirements with Reporting, Analytics, and Data Engineering • Support vendor releases, platform upgrades, regression testing, user acceptance testing, defect resolution, and production deployments • Develop test scripts, validation documentation, release readiness materials, and change records • Identify platform improvements, automate manual processes, and support AI-enabled capabilities • Maintain an enhancement backlog and provide platform and process improvement recommendations • Develop and deliver end-user and administrator training and maintain guides, SOPs, knowledge articles, and support documentation • Support change management and communications • Support omnichannel integrations, API services, and data exchange with client analytics or data lake environments • Partner with Operations, Client Systems, IT, vendors, and client-facing teams throughout implementations and optimization

🎯 Requirements

• Minimum of 3 years of experience administering, configuring, or supporting enterprise contact center or CCaaS technologies; 4-6+ years preferred • Experience supporting enterprise platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, Talkdesk, Cisco Webex Contact Center, or similar • Experience configuring users, security, skills, queues, routing, workflows, campaigns, and contact center operational settings • Experience troubleshooting production contact center platform issues and coordinating vendor support • Experience supporting contact center implementations, releases, testing, and production operations • Experience working with multiple client environments or managed services preferred • CRM/contact center integrations and APIs preferred • Pharmaceutical, biotechnology, healthcare, or another regulated industry experience preferred • Relevant contact center or CCaaS platform certification preferred • Strong working knowledge of contact center technology, CCaaS concepts, inbound and outbound operations, skills-based routing, queues, IVR, call flows, agent states, dispositions, and omnichannel engagement • Residence in the Central or Eastern U.S. time zone preferred • Currently eligible to work full-time in the United States • Amplity cannot provide visa sponsorship for this position • Advanced problem-solving skills • Strong customer service orientation • Excellent attention to detail and documentation, testing, and configuration management discipline • Ability to collaborate across Operations, Client Systems, IT, Reporting, Analytics, Data Engineering, vendors, and client-facing teams • Strong communication, time management, and follow-through skills • Continuous improvement mindset

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Paid time off (PTO) • Company holidays • 401(k) • Additional employee benefits • Full-time salaried position