Senior Contact Center Platforms Administrator

Symbos; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Symbos is hiring a Senior Contact Centre Administrator to support and improve our cloud contact centre platforms used across Australia, New Zealand, and Fiji. The role focuses on platform configuration, issue resolution and ongoing improvements to ensure a smooth frontline experience.

You will own administration tasks for CCaaS, diallers and telephony tools, manage complex queues and routing, and work with engineers and vendors to implement changes and improvements.

Qualifications

• 4+ years’ experience supporting or administering contact centre platforms.
• Experience with CCaaS platforms such as Genesys, NICE CXone, Amazon Connect or similar.
• Troubleshooting complex platform, telephony, IVR and routing issues.
• Experience supporting frontline users in a contact centre environment.
• Experience with CRM, workforce management, reporting or other contact centre integrations.
• Familiarity with ITIL‑based change and incident management.

Responsibilities

• Platform administration and configuration of CCaaS, diallers and telephony tools.
• Manage complex queues, call flows, IVR, routing rules, campaigns and agent configurations.
• Oversee user provisioning, roles, access and licensing; maintain documentation.
• Provide second-level support, troubleshoot incidents within SLAs, escalate when needed.
• Implement and validate platform changes; support releases and upgrades.
• Generate reports on call volumes, platform performance and usage; support data integrations.
• Share knowledge and guide other administrators; maintain technical documentation.

Skills

CCaaS platforms

Genesys

NICE CXone

Amazon Connect

IVR & routing

CRM integrations

Tools

CRM systems

WFM systems

Reporting dashboards

Job description

Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.

At Symbos, we design connected customer experiences powered by the right mix of people, process and technology. We’re growing our Technology team and are looking for a Senior Contact Centre Administrator to support the performance, reliability and ongoing improvement of our contact centre platforms.

This role plays a key part in keeping our systems running smoothly for frontline teams, while providing deeper technical expertise across platform configuration, issue resolution and change. You’ll help ensure a consistent and seamless customer experience across the business.

The role

You’ll take greater ownership of the administration and configuration of our contact centre platforms, including cloud telephony, IVR, routing, diallers and related tools.

Working closely with platform engineers, operations teams and other stakeholders, you’ll manage more complex configuration and support requirements, troubleshoot escalated issues and contribute to platform improvements. You’ll also act as a trusted point of support for other administrators, sharing knowledge and helping strengthen capability across the team.

What you’ll be responsible for

Platform administration and configuration

• Administer and configure contact centre platforms including CCaaS, diallers and telephony tools
• Manage more complex queues, call flows, IVR, routing rules, campaigns and agent configurations
• Oversee user provisioning, roles, access and licensing, ensuring appropriate controls are maintained
• Maintain accurate documentation, runbooks and configuration records
• Identify opportunities to improve platform configuration, performance and usability

User support and issue resolution

• Provide second-level support for agents, operations teams and other platform users
• Troubleshoot and resolve more complex incidents and service requests within agreed SLAs
• Act as an escalation point for platform-related issues, working with engineers and vendors where required
• Monitor platform performance and proactively identify potential issues
• Investigate recurring problems and support root cause analysis and longer-term solutions

Change, release and quality

• Implement and validate approved platform configuration changes and updates
• Support releases, upgrades, enhancements and platform improvement initiatives
• Coordinate and participate in UAT and post-release validation
• Assess the operational impact of changes and help ensure smooth implementation
• Support testing and documentation for new features and capabilities

Reporting and insights

• Generate and interpret reports on call volumes, platform performance and usage
• Support dashboards, reporting requirements and data integrations
• Identify trends, recurring issues and opportunities for platform improvement
• Provide practical insights to support operational and technology decisions

Knowledge sharing and support

• Provide guidance and technical support to other contact centre administrators
• Share platform knowledge, troubleshooting practices and lessons learned across the team
• Support the development and maintenance of technical documentation and knowledge resources
• Help promote consistent platform administration practices across the team

Compliance and governance

• Ensure platform administration aligns with privacy, security and regulatory requirements
• Maintain disciplined access controls and user management practices
• Support change, incident and platform governance requirements
• Identify and escalate platform risks, security concerns or control gaps appropriately

What we’re looking for

Experience

• 4+ years’ experience supporting or administering contact centre or telephony platforms
• Strong hands‑on experience with CCaaS platforms such as Genesys, NICE CXone, Amazon Connect, Five9 or similar
• Demonstrated experience troubleshooting complex platform, telephony, IVR and routing issues
• Experience supporting frontline users in a contact centre environment
• Experience with CRM, workforce management, reporting or other contact centre integrations
• Familiarity with incident, problem and change management within an ITIL‑based support environment
• Experience supporting platform changes, releases or implementations

Capabilities

• Strong technical troubleshooting and problem‑solving skills
• Strong understanding of contact centre operations, cloud telephony, IVR, routing and dialler environments
• Ability to independently manage more complex platform configurations and incidents
• Clear communication skills with both technical and non‑technical stakeholders
• Strong attention to detail with a disciplined approach to platform administration
• Able to prioritise competing issues and requirements in a fast‑paced environment
• Comfortable sharing knowledge and providing guidance to other team members
• Customer‑focused, responsive and reliable

Nice to have

• Experience supporting large or complex contact centre environments
• Exposure to platform migrations, implementations or major upgrades
• Exposure to automation, AI or emerging CCaaS capabilities
• Experience in regulated industries such as financial services, insurance or utilities
• Relevant platform, cloud or technology certifications

Why join Symbos

We’re a people‑first, technology‑led organisation focused on delivering better outcomes for our customers and our teams. You’ll be part of a collaborative environment where you can deepen your technical expertise, contribute to how our platforms evolve and play an important role in supporting frontline success and customer experience.