Contact Center Platform Support Specialist I Remote - NM, TX, AZ only

Employment Type: Full-Time, 3–6 Month Contract (Potential for Long-Term Employment)

Are you looking to launch a career in contact center technology, telecommunications, or IT support? We're hiring a Contact Center Platform Support Specialist I to join our team and provide first-level technical and operational support for our cloud-based

telecommunications Platform.

Working closely with senior administrators and engineers, you'll help keep our contact center running smoothly — supporting users, configuring call routing, and troubleshooting day-to-day issues — while building hands-on expertise in cloud communications and customer experience technologies.

What You'll Do

• Provide Level 1 support by responding to incidents, service requests, and technical issues.
• Assist with user account creation, permissions, and profile maintenance.
• Monitor contact center platform health and escalate issues when necessary.
• Support basic configuration of queues, skills, campaigns, and agent profiles.
• Assist with maintaining IVR menus, call routing, and call flow documentation.
• Perform basic troubleshooting of voice quality, login, headset, and connectivity issues.
• Document incidents, resolutions, and support activities within the ticketing system.
• Assist with user acceptance testing (UAT) for system updates and new functionality.
• Support end-user training and create or update user documentation and knowledge articles.
• Generate routine operational reports and performance dashboards.
• Coordinate with telecommunications vendors and internal IT teams during issue resolution.
• Follow HIPAA, security, and organizational policies when supporting contact center operations.