Contact Center Technology Specialist

Role Overview

• Serve as the primary administrator for enterprise contact center platforms and communication technologies.
• Configure and oversee system settings, user accounts and permissions, routing rules, extension directories, business hour rules, and system integrity checks.
• Troubleshoot platform issues and coordinate resolution with internal stakeholders and third-party vendors.
• Maintain system documentation and ensure technology configurations align with operational requirements.
• Evaluate platform enhancements and recommend improvements to increase efficiency and user experience.
• Design, configure, and optimize Interactive Voice Response (IVR) menus and patient self-service experiences.
• Manage call routing logic to ensure patients reach the appropriate department, practice, or resource.
• Monitor call flow performance and identify opportunities to reduce abandonment rates and improve caller satisfaction.
• Test and validate routing changes prior to deployment.
• Administer enterprise digital fax systems and workflows.
• Manage fax routing, user access, integrations, and troubleshooting activities.
• Monitor system performance and ensure reliable delivery and receipt of patient documentation.
• Support and administer AI-driven call analytics, speech intelligence, and automated routing technologies.
• Develop, maintain, and distribute enterprise call reports and KPI dashboards.
• Lead and coordinate technology implementation projects related to contact center operations and patient engagement platforms.
• Develop training guides, standard operating procedures, job aids, and technology documentation.
• Support contact center operations across multiple practices and geographic regions.

Requirements

• Associate degree in Information Technology, Business, Healthcare Administration, or related field preferred; equivalent experience considered.
• 2+ years of experience supporting contact center technologies, business systems, or operational technology platforms.
• Experience with reporting and analytics tools such as Power BI and Microsoft Excel.
• Experience managing technical projects, implementations, or system enhancements.
• Healthcare or multi-site operational experience preferred.
• Experience administering phone systems, contact center software (8x8), or communication platforms preferred.

Benefits

• Maintain regular, reliable, and punctual attendance in accordance with scheduling requirements.
• Demonstrate professionalism, accountability, and a commitment to service excellence.
• Stay current with emerging contact center technologies, AI capabilities, and industry best practices.
• Participate in cross-functional projects and process improvement initiatives.
• Perform other duties as assigned.