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.