Job Description :

IT Contact Center Lead/Administrator

6+ Months Contract

100% Remote

Job Description:


A strong understanding of requirements and drivers in call center operations and customer experience.

5+ years of Information Technology “lead” experience.

Experience troubleshooting complex issues and providing solutions.

Self-motivated, proactive, and advocate of continuous learning and improvement.

Ability to interact with other departments and business users who are not as technical in nature.

Ability to handle heavy workloads and work through tight deadlines.

Passion for analysis, process improvement, and problem-solving.

Advanced technical experience with Twilio and Twilio Flex.

Ability to trace a call through the Twilio environment.

Able to build basic to complex Twilio Studio Flows.

Well-versed in creating both custom Flex Insights reports and metrics.

Advanced technical experience with Calabrio One QM and WFM

Have a strong knowledge/action use of AWS:




Have a strong knowledge/action of Bitbucket

Understanding of Jira

Understanding of ServiceNow


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