RingCentral Contact Center Admin & Operations Specialist

SalesOrca International Inc.; Metro Manila; On-site; PHP 391,000 - 558,000; Full time

Benefits offered by this job

Career growth opportunities

Stable full-time employment

Job summary

SalesOrca International Inc. is seeking an administrator to manage the RingCentral Contact Center (RingCX).

You will oversee users, roles, permissions, teams, skills, and queues, and configure IVRs, call flows, routing rules, and business hours. You will set up and maintain agent profiles and phone numbers, monitor queues and agent activity, troubleshoot routing and login issues, and collaborate with RingCentral support to resolve escalations, while creating dashboards on call volume and service

Qualifications

• Hands-on experience administering RingCentral Contact Center or RingCX.
• Strong knowledge of IVRs, call routing, queues, skills, and agent configurations.
• Experience managing users, permissions, and contact center configurations.
• Experience troubleshooting RingCentral Contact Center issues.
• Experience with contact center reporting and performance metrics.

Responsibilities

• Administer and maintain the RingCentral Contact Center / RingCX environment
• Manage users, roles, permissions, teams, skills, and queues
• Configure and update IVRs, call flows, routing rules, business hours, and overflow routing
• Set up and maintain agent profiles, extensions, and phone numbers
• Monitor queues, call routing, and agent activity
• Troubleshoot call routing, login, audio, permission, and configuration issues
• Work with RingCentral support to resolve escalated technical issues
• Create and maintain reports and dashboards for call volume, wait times, abandonment rates, service levels, and agent activity
• Implement and test system changes based on business needs
• Maintain documentation of system configurations and changes

Skills

RingCentral Admin

IVR configuration

Call routing

Agent management

Reporting

Troubleshooting

Job description

SalesOrca International Inc. is seeking an administrator to manage the RingCentral Contact Center (RingCX).

You will oversee users, roles, permissions, teams, skills, and queues, and configure IVRs, call flows, routing rules, and business hours. You will set up and maintain agent profiles and phone numbers, monitor queues and agent activity, troubleshoot routing and login issues, and collaborate with RingCentral support to resolve escalations, while creating dashboards on call volume and service