Job Description:

Position Summary

The Contact Center Technology Specialist serves as the primary administrator and technical expert for enterprise contact center technology and digital communication platforms. This role is responsible for configuring, optimizing, and supporting contact center applications, call routing strategies, IVR systems, digital fax solutions, call analytics platforms, and AI-powered communication tools. The Specialist works closely with operational leaders, vendors, and practice teams to implement technology solutions, improve performance, and support a seamless patient experience across multiple locations and states. This position requires a highly detail-oriented, digitally native professional who can quickly learn new systems, manage complex technical configurations, and successfully coordinate time-sensitive technology projects from planning through implementation.

 Essential Functions and Responsibilities:

Contact Center Platform Administration

• 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.

IVR & Call Flow Optimization

• 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.
• Maintain documentation of all call flows and IVR structures.

Digital Fax Platform Management

• 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.
• Coordinate issue resolution with vendors and internal departments when necessary.

AI Analytics & Intelligent Routing Management

• Support and administer AI-driven call analytics, speech intelligence, and automated routing technologies.
• Monitor AI performance and recommend adjustments to improve call classification and routing accuracy.
• Analyze conversation trends and insights to identify operational opportunities and risks.
• Assist with implementation and testing of emerging AI tools and communication technologies.

Reporting & Business Intelligence

• Develop, maintain, and distribute enterprise call reports and KPI dashboards.
• Utilize Power BI, Excel, and other analytics tools to create actionable operational insights.
• Optimize phone usage trends and provide recommendations to reduce telephony costs and license costs.
• Support leadership with ad hoc reporting and data analysis requests.

Technology Implementation & Project Coordination

• Lead and coordinate technology implementation projects related to contact center operations and patient engagement platforms.
• Develop project plans, timelines, testing protocols, and deployment schedules.
• Coordinate activities between vendors, operational teams, IT resources, and leadership.
• Ensure project milestones are completed accurately and within established timelines.
• Document project outcomes and support post-implementation optimization efforts.

Training Documentation & User Support

• Develop training guides, standard operating procedures, job aids, and technology documentation.
• Create clear and scalable processes for onboarding users to new systems and workflows.
• Provide technical guidance and support to users across multiple practices and departments.
• Identify recurring support issues and recommend process or training improvements.
• Maintain a centralized repository of technology documentation and best practices.

Multi-State Operational Support

• Support contact center operations across multiple practices and geographic regions.
• Collaborate with leaders and staff to understand operational needs and technology requirements.
• Ensure system configurations support location-specific workflows while maintaining enterprise standards.
• Serve as a trusted technology resource for contact center and patient engagement teams.

Additional Responsibilities

• 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.

 Minimum Qualifications

• 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.

Skills and Abilities

• Strong technical aptitude with the ability to learn new software and systems quickly.
• Exceptional attention to detail and configuration accuracy.
• Strong analytical and problem-solving skills.
• Advanced Microsoft Excel and Power BI capabilities.
• Ability to manage multiple priorities and deadlines simultaneously.
• Excellent project management and organizational skills.
• Strong written and verbal communication abilities.
• Ability to translate technical concepts into user-friendly documentation and training materials.
• Experience working independently while managing cross-functional initiatives.
• Commitment to continuous improvement and operational excellence.
• Ability to build effective relationships with users, leadership, vendors, and stakeholders.

Physical Requirements

• May need to sit for extended periods of time and use a computer extensively.
• Frequent use of multiple software applications, reporting tools, and communication platforms.
• Good vision is necessary for reviewing dashboards, reports, system configurations, and documentation.
• Ability to participate in virtual meetings and communicate effectively via phone and video conferencing.
• Repetitive movements such as typing, clicking a mouse, and using a headset.