Empleos de javascript en Cartagena, Bolívar

REMOTE - COLOMBIA

Overview

We seek a highly skilled and experienced Platform Management focusing on Contact Center solutions to join our team. As a key member of our platform management team, you will be responsible for administrating, configuring, and implementing call center platforms, including but not limited to Zoom, Five9, Twilio Flex, and other industry-leading contact center solutions. The ideal candidate will possess a deep technical understanding of call center systems and hands-on experience implementing and managing these platforms in a fast-paced enterprise environment.

Key Responsibilities

• Platform Administration: Oversee and manage the administration of various contact center platforms, ensuring they are optimized, fully functional, and aligned with business objectives.
• Implementation & Integration: Lead the implementation, integration, and configuration of Zoom, Five9, Twilio Flex, and other contact center platforms. Ensure seamless integration with other business applications and systems.
• Technical Support & Troubleshooting: Provide advanced technical support for platform-related issues, diagnose problems, and resolve complex issues efficiently. Act as a liaison between internal teams and external vendors to ensure the resolution of issues.
• Configuration Management: Design, implement, and manage configuration changes in call routing, IVR systems, queues, and agent workspaces to enhance customer and agent experiences.
• Performance Monitoring & Optimization: Monitor system performance, identify bottlenecks, and implement optimization strategies to ensure high availability, reliability, and scalability of the contact center platforms.
• Documentation: Maintain comprehensive documentation for platform configurations, workflows, and troubleshooting procedures. Ensure that all technical solutions and changes are documented and communicated clearly.
• Collaboration: Work closely with cross-functional teams, including IT, operations, and business analysts, to support ongoing projects and improvements in the contact center infrastructure.
• Vendor Management: Liaise with external vendors, including Zoom, Five9, Twilio, etc., to manage support requests, perform upgrades, and implement new features or enhancements.
• Best Practices: Stay current with the latest industry trends and best practices related to call center platforms, ensuring the company leverages the most efficient and effective solutions.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.
• 5+ years of experience in a technical support or platform management role, specifically with Zoom, Five9, Twilio Flex, or similar contact center solutions (e.g. Avaya, Genesys, Cisco, etc).
• Hands-on experience with call center platform configuration, integration, and troubleshooting.
• Strong knowledge of cloud-based contact center solutions, including voice routing, IVR configuration, reporting, and performance optimization.
• Proficiency in scripting languages (e.g., Python, JavaScript) for platform customizations and automation tasks.
• Strong experience with API integrations and understanding of RESTful services for connecting contact center platforms with other internal systems.
• Experience with reporting and analytics tools to generate performance and operational insights from contact center systems.
• Familiarity with telecommunications protocols such as SIP, RTP, and WebRTC.
• Proven ability to handle complex technical problems, multitask, and work under pressure in a fast-paced environment.
• Proven experience administering workflows for the CC.
• Strong understanding of software integration processes and APIs.

Prefered Skills

• Familiarity with Zoom Workspace Contact Center solution.
• Familiarity with CRM platforms (e.g., Salesforce, Microsoft Dynamics).
• Experience with scripting or programming languages for automation or integration tasks.
• Knowledge of contact center key performance indicators (KPIs) and best practices.

Languages:

Proficiency in English and Spanish (B2 level or higher) required.

Job Type: Full-time