Cloud Contact Center Admin: IVR, Routing & CRM Integrations

Remoto Workforce; Mexico; On-site; PHP 4,866,000 - 8,516,000; Full time

Job summary

Remoto Workforce is seeking an experienced Contact Center Administrator to lead deployment, configuration, and ongoing administration of cloud-based contact center platforms. You will design IVRs, call queues, routing logic, and integrations while partnering with stakeholders, engineering, and end users to deliver scalable voice solutions.

The role requires 5+ years of hands-on experience with cloud contact centers and telephony concepts, plus strong collaboration across cross-functional teams.

Qualifications

• 5+ years of experience deploying or administering cloud-based contact center or UC platforms.
• Hands-on experience building IVRs, Auto Attendants, Call Queues, Call Flows, and Routing Logic.
• Strong knowledge of VoIP, SIP, PSTN, DIDs, SBCs, and telephony concepts.
• Experience with CRM integrations (Salesforce, ServiceNow, Dynamics) and post-go-live administration.

Responsibilities

• Deploy, configure, and administer cloud-based contact center platforms.
• Design and maintain IVRs, Auto Attendants, call queues, DTMF menus, and routing logic.
• Configure resource accounts, DIDs, phone numbers, and call routing policies.
• Gather business requirements and translate them into technical contact center solutions.
• Perform UAT, testing, troubleshooting, and defect resolution during deployments.
• Configure and support integrations with CRM and ticketing platforms such as Salesforce and ServiceNow.
• Monitor platform health, call quality, routing, and connectivity.
• Collaborate with business stakeholders, vendors, carriers, engineering teams, and end users.
• Maintain documentation and provide training to supervisors, agents, and users.

Skills

Cloud platforms

IVR design

Call routing

VoIP

SIP

Telephony concepts

Stakeholder collaboration

Documentation

Tools

RingCentral

Five9

NICE CXone

Genesys Cloud

AWS Connect

Microsoft Teams Phone

Talkdesk

TCN

Avaya

Job description

Remoto Workforce is seeking an experienced Contact Center Administrator to lead deployment, configuration, and ongoing administration of cloud-based contact center platforms. You will design IVRs, call queues, routing logic, and integrations while partnering with stakeholders, engineering, and end users to deliver scalable voice solutions.

The role requires 5+ years of hands-on experience with cloud contact centers and telephony concepts, plus strong collaboration across cross-functional teams.