Temp Contact Center Solutions & Operations Specialist II (Level 2) Remote - Must Reside in NM, TX, AZ only

Job description

Must Reside in NM, TX, AZ

Description

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

We're looking for a Contact Center Solutions & Operations Specialist II to join our team and take ownership of the day-to-day administration, configuration, and optimization of our cloud-based contact center platforms — with a strong focus on Five9 CCaaS technologies. In this role, you'll be the go-to technical resource for platform operations and troubleshooting, working closely with business stakeholders, IT teams, and vendors to deliver reliable, high-quality customer experiences.

You'll support the full breadth of our contact center technology stack — voice, IVR, omnichannel communications, routing strategies, reporting, and system integrations — while contributing to platform implementations, upgrades, user training, and continuous improvement initiatives.

Platform Administration

Administer and support Five9 cloud contact center environments

Configure and maintain users, campaigns, queues, skills, dispositions, and security profiles

Implement and maintain call routing strategies, dial plans, and ACD configurations

Configure and maintain IVR call flows and call treatment logic

Support voice, SMS, chat, and other omnichannel communication channels

Technical Support & Operations

Serve as the primary Level 2 support resource for contact center platform issues

Troubleshoot SIP, VoIP, telephony, routing, voice quality, and application issues

Monitor platform availability, performance, and service health

Escalate complex infrastructure or application issues to senior engineers or vendors as appropriate

Document incidents, root cause analysis, and corrective actions

Project Support

Participate in contact center implementations, migrations, and technology upgrades

Assist with solution design, testing, User Acceptance Testing (UAT), and production deployments

Coordinate system changes with business users and technical teams

Maintain system documentation, configuration standards, and operating procedures

Reporting & Analytics

Develop and maintain operational reports, dashboards, and key performance indicators

Analyze contact center performance data to identify operational improvements

Support workforce optimization and business performance initiatives through reporting and analytics

Training & Collaboration

Train supervisors, administrators, and end users on contact center applications and best practices

Create and maintain knowledge articles, user guides, and training documentation

Collaborate with IT, network engineering, telecom providers, vendors, and business stakeholders to resolve technical issues and support new initiatives

Requirements

Required Qualifications

Bachelor's degree in information technology, Business, Telecommunications, Healthcare Administration, or a related field, or equivalent professional experience

2–5 years of experience supporting enterprise contact center technologies

Experience administering Five9 or another enterprise CCaaS platform

Experience configuring IVRs, queues, skills, campaigns, routing strategies, and user administration

Knowledge of SIP, VoIP, cloud telephony, and contact center operations

Experience troubleshooting contact center applications and voice-related issues

Strong analytical, organizational, and problem-solving skills

Excellent written and verbal communication skills

Preferred Qualifications

Five9 Blended Administrator Certification

Experience with RingCentral, Cisco, Genesys, NICE CXone, or similar CCaaS platforms

Healthcare contact center experience

Experience supporting HIPAA-regulated environments

Familiarity with CRM or EMR integrations such as Epic, eClinicalWorks, or Nextech

Experience participating in platform implementations or technology migrations

Preferred Certifications

Five9 Blended Administrator Certification

ITIL Foundation

Cisco CCNA

CompTIA Network+ or equivalent

Technical Skills

Five9 Administration • Contact Center as a Service (CCaaS) • SIP/VoIP • IVR Configuration • ACD Administration • Call Routing & Dial Plans • Queue & Skill Management • Campaign Administration • Incident Management • Platform Monitoring • User Administration • Omnichannel Communications • Microsoft Excel • Reporting & Dashboard Development • User Acceptance Testing (UAT) • Knowledge Base Documentation • Vendor Coordination • Basic API and System Integration Concepts

Core Competencies

Customer Focus • Technical Troubleshooting • Communication • Analytical Thinking • Collaboration • Continuous Improvement • Attention to Detail • Time Management • Problem Solving • Adaptability • Accountability

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.

The preceding job description does not alter the “at will” status and therefore does not constitute a contract of employment, expressed, or implied between any employee and UnityBPO.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Salary Description

$18.00 - $20.00