Contact Center Systems Administrator

🕒 April 9

🗿 South Dakota – Remote

🗿 South Dakota – Remote

💵 $62.6k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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CCC Intelligent Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1980

CCC Intelligent Solutions Inc. is a leading cloud platform for the multi-trillion-dollar P&C insurance economy creating intelligent experiences for insurers, repairers, automakers, part suppliers, lenders, and more.

📋 Description

• Administer and support Amazon Connect and Salesforce Service Cloud for a 500+ user environment • Manage user provisioning, de‑provisioning, profiles, roles, permissions, and access controls • Build and maintain basic Amazon Connect contact flows, queues, routing profiles, and prompts • Configure and maintain Salesforce Service Cloud user profiles and system settings • Troubleshoot and resolve end‑user issues across Amazon Connect and Salesforce Service Cloud • Diagnose call routing, login, access, reporting, and system performance issues • Investigate and resolve reporting discrepancies across both platforms • Partner with vendors and internal technical teams to resolve escalations as needed • Ensure timely ticket resolution in accordance with SLAs and operational priorities • Provide proactive communication and status updates to internal stakeholders during incidents or outages • Identify recurring issues and recommend improvements to reduce support volume and user impact • Document configurations, processes, and known issues • Support platform enhancements, releases, and configuration changes • Serve as a trusted technical advisor to contact center leaders and operational teams

🎯 Requirements

• 5+ years of experience supporting contact center or CRM platforms in an enterprise environment • Hands-on experience administering Amazon Connect and Salesforce Service Cloud required • Prior experience with NICE CXone administration preferred • Proven experience supporting large user populations (300+ users preferred) • Strong knowledge of Amazon Connect fundamentals, including Contact flows, Queues, routing profiles, user management and basic integrations • Strong knowledge of Salesforce Service Cloud administration, including User profiles, roles, permissions, Case management and reporting • Experience troubleshooting reporting and data visibility issues • Familiarity with ticketing systems and IT service management practices

🏖️ Benefits

• 401K Match • Paid time off • Annual Incentive Plan • Performance Bonus • Comprehensive health insurance • Adoption Assistance • Tuition Reimbursement • Wellness Programs • Stock Purchase Plan options • Employee Resource Groups