Zoom Contact Center Administrator

2 weeks ago


Thiruvananthapuram, Kerala, India Envestnet | Yodlee Full time
Job Summary

We are seeking a highly skilled Zoom Contact Center Administrator to join our team at Envestnet | Yodlee. As a key member of our operations team, you will be responsible for managing our contact center infrastructure, ensuring seamless customer experiences, and driving process improvements.

Key Responsibilities
  • Manage contact center user creation, bulk uploads, and package assignments, ensuring accurate and efficient user management.
  • Configure queue settings, inboxes, and dispositions to optimize customer interactions.
  • Design and implement complex call flows using conditions, variables, routing, and scripts to enhance customer experiences.
  • Collaborate with stakeholders to understand business requirements and translate them into technical solutions.
  • Develop and maintain technical documentation, including call flow diagrams and technical mapping documents.
  • Provide exceptional customer support through various channels, including ticketing queues, email, and direct phone calls.
  • Stay up-to-date with industry best practices and emerging technologies to drive process improvements and innovation.
Requirements
  • 5-8 years of experience as a Zoom Contact Center administrator or similar role.
  • 5-8 years of experience in a stakeholder-facing role, with excellent communication and interpersonal skills.
  • Bachelor's degree or equivalent experience in SaaS, technology consulting, or a related field.
  • Experience with CTI integration with external applications and administering Salesforce and/or Zendesk.
  • Proficiency in Visio or Lucid Chart and experience using Jira and Confluence.
  • Ability to build strong working relationships with team members across geographic locations.
  • Strong systems knowledge and ability to use technology to improve efficiencies.
  • Excellent verbal and written communication skills, with the ability to communicate with all levels of the organization.
What We Offer

As a member of our team, you will have the opportunity to work with a talented group of professionals, drive process improvements, and contribute to the success of Envestnet | Yodlee. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.



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