Contact Center Operations Specialist
Position Purpose:
The Contact Center Operations Specialist plays a key operational role within Communication Services by administering, maintaining, and optimizing customer support systems that enable effective customer engagement. This position partners with several departments to configure and manage Zoom Contact Center in multiple ways, including, but not limited to: roles, queues, permissions, skills, and a strong emphasis on Zoom Web Chat and digital engagement channels.
The individual in this role demonstrates strong technical aptitude, attention to detail, and a service-oriented mindset, contributing to consistent, reliable customer experiences and operational excellence across multiple channels and geographical locations.
Essential Duties:
- Configure, administer, and maintain Zoom Contact Center through platform functionality with a strong connection to the IT Department.
- Design, build, document, and update web chat workflows, call flows, IVRs, routing logic, queues, schedules, and overflow configurations.
- Work with content teams across verticals to ensure content quality and intent.
- Be part of projects and our growth as we expand to support World Outreach (global) phone center operations.
- Monitor system usage, performance metrics, and capacity to ensure reliability, efficiency, and alignment with service goals.
- Troubleshoot platform issues, escalate incidents as needed, and coordinate resolution with vendors and internal IT teams.
- Maintain system documentation, workflows, configuration standards, and SOPs.
- Assist with testing, validation, and deployment of system changes, enhancements, and new features.
- Configure and maintain systems in accordance with policy, data governance, and compliance standards related to customer communications.
- Provide operational support and guidance to Communication Services regarding system capabilities and best practices.
- Perform additional customer support operations duties as assigned to support department and ministry-wide objectives.
- Other duties as assigned.