Contact Center Operations Specialist

Job not on LinkedIn

🕒 August 31

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 18%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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State of New Jersey

WebsiteLinkedInAll Job Openings

10,000+ employees

🏛️ Government

Government

State of New Jersey is the government of the state of New Jersey, established to protect, secure, and benefit its citizens. The state government operates under the New Jersey State Constitution and is composed of three branches: Executive, Legislative, and Judicial, each sharing responsibilities to serve the people of New Jersey.

📋 Description

• Develop and deliver training sessions for tier 1 help desk staff on customer service best practices, response protocols, quality standards, and troubleshooting techniques • Build operational capacity through training programs enabling state agency teams to manage Amazon Connect operations, make configuration changes, and troubleshoot common issues independently • Develop contact center protocols and standards, including response guidelines, escalation workflows, and quality standards • Create support resources and documentation, including knowledge base articles, response templates, troubleshooting guides, and platform configurations • Document platform expertise and processes as contract specialists transition off • Administer live chat and contact center platforms on AWS Connect, managing routing rules, automated responses, queue assignments, and integration workflows • Manage contact flow design, prompt configuration, and system integrations • Build self-service automation, including chatbots, automated workflows, and routing logic • Configure and optimize contact center workflows to improve caller and user experience • Analyze performance data, identify patterns, and implement continuous-improvement solutions • Gather feedback from help desk staff and agency teams to inform platform and process improvements • Execute additional duties to advance the New Jersey Innovation Authority’s mission • Report to the Product Director and collaborate with Business Experience, Residential Experience Initiatives, and state agency partners

🎯 Requirements

• Authorized to work in the United States • Candidates may be required to pass a background check and complete additional application and onboarding steps • Minimum of 5 years of professional experience in help desk operations, support team training, quality assurance, or platform administration • Direct help desk experience, including hands-on customer support and troubleshooting, strongly preferred • Hands-on experience administering support platforms such as AWS Connect, Intercom, Zendesk, Freshdesk, or similar tools at a configuration/admin level • Experience training or mentoring help desk staff, developing support protocols, or managing support team operations • Skilled at creating training materials, standard operating procedures, response templates, and enablement resources • Ability to analyze support data and quality metrics to identify training needs, process gaps, and improvement opportunities • Experience with quality assurance or reviewing support interactions to provide coaching and feedback • Strong troubleshooting skills and technical aptitude • Comfortable learning new platforms and becoming proficient in configuration and optimization • Excellent communication and training skills • Self-directed and organized • Dedicated to advancing public service, accessibility, and inclusion • Familiarity with workflow automation, APIs, basic scripting, or SQL queries helpful but not required

🏖️ Benefits

• Equal opportunity employer committed to equity, diversity, and inclusiveness • At-will employment • Opportunity to contribute to innovative public-interest digital services • Collaborative work with government stakeholders and state agency partners