Contact Center Solutions & Operations Specialist II

Job not on LinkedIn

🕒 August 21

🌵 Arizona, New Mexico, +1 more states – Remote

🌵 Arizona – Remote 🌶️ New Mexico – Remote 🤠 Texas – Remote

💵 $18 - $20 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

👻 Ghost score 0%

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UnityBPO

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

UnityBPO is a healthcare technology company dedicated to enhancing the clinical and patient experience through robust technological solutions. They provide multi-tier 24/7 technical support, electronic health record (EHR) and clinical services, telehealth support, and IT services to healthcare institutions, including hospitals, physician practices, and home health providers. UnityBPO focuses on optimizing healthcare operations with their UnityWithin™ platform, offering enterprise automation, performance analytics, and collaboration tools. The company also emphasizes patient and family engagement through remote monitoring, education, and telehealth services, aiming to reduce provider burnout and improve clinician retention.

📋 Description

• Administer and support Five9 cloud contact center environments • Configure and maintain users, campaigns, queues, skills, dispositions, and security profiles • Implement and maintain call routing strategies, dial plans, and ACD configurations • Configure and maintain IVR call flows and call treatment logic • Support voice, SMS, chat, and other omnichannel communication channels • Serve as the primary Level 2 support resource for contact center platform issues • Troubleshoot SIP, VoIP, telephony, routing, voice quality, and application issues • Monitor platform availability, performance, and service health • Escalate complex infrastructure or application issues to senior engineers or vendors • Document incidents, root cause analyses, and corrective actions • Participate in contact center implementations, migrations, and technology upgrades • Assist with solution design, testing, UAT, and production deployments • Coordinate system changes with business users and technical teams • Maintain system documentation, configuration standards, and operating procedures • Develop and maintain operational reports, dashboards, and KPIs • Analyze contact center performance data to identify operational improvements • Support workforce optimization and business performance initiatives through reporting and analytics • Train supervisors, administrators, and end users on contact center applications and best practices • Create and maintain knowledge articles, user guides, and training documentation • Collaborate with IT, network engineering, telecom providers, vendors, and business stakeholders to resolve technical issues and support new initiatives

🎯 Requirements

• Must reside in NM, TX, or AZ • Bachelor's degree in information technology, Business, Telecommunications, Healthcare Administration, or a related field, or equivalent professional experience • 2–5 years of experience supporting enterprise contact center technologies • Experience administering Five9 or another enterprise CCaaS platform • Experience configuring IVRs, queues, skills, campaigns, routing strategies, and user administration • Knowledge of SIP, VoIP, cloud telephony, and contact center operations • Experience troubleshooting contact center applications and voice-related issues • Strong analytical, organizational, and problem-solving skills • Excellent written and verbal communication skills • Preferred: Five9 Blended Administrator Certification • Preferred: Experience with RingCentral, Cisco, Genesys, NICE CXone, or similar CCaaS platforms • Preferred: Healthcare contact center experience • Preferred: Experience supporting HIPAA-regulated environments • Preferred: Familiarity with CRM or EMR integrations such as Epic, eClinicalWorks, or Nextech • Preferred: Experience participating in platform implementations or technology migrations • Preferred certifications: Five9 Blended Administrator Certification, ITIL Foundation, Cisco CCNA, CompTIA Network+ or equivalent • Technical skills: Five9 Administration, CCaaS, SIP/VoIP, IVR Configuration, ACD Administration, Call Routing & Dial Plans, Queue & Skill Management, Campaign Administration, Incident Management, Platform Monitoring, User Administration, Omnichannel Communications, Microsoft Excel, Reporting & Dashboard Development, UAT, Knowledge Base Documentation, Vendor Coordination, Basic API and System Integration Concepts

🏖️ Benefits

• Potential for long-term employment after the 3–6 month contract • Full-time employment • Equal opportunity employment