Cloud Contact Center Specialist - CXone & AI Workflows
BluIP Inc.
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Job summary
BluIP Inc. is seeking a hands-on Contact Center Support Specialist to join our team onsite in Glendale, CA.
You will serve as the technical expert for our cloud-based contact center platform, supporting UCaaS and CCaaS solutions for hospitality, healthcare, and enterprise clients. You will configure, troubleshoot, and optimize IVR, ACD, call routing, and digital channels, while partnering with vendors and internal teams to ensure 24/7 reliability and data-driven improvements.
Qualifications
- Bachelor's degree in CS/IT or related field.
- 2–3+ years in cloud contact center administration or support.
- Strong SQL skills for reporting and analysis.
- Experience with API integrations and CRM systems.
- Understanding of IVR, ACD, routing, and omnichannel.
Responsibilities
- Support, configure, and optimize enterprise contact center platforms.
- Configure and maintain IVR, ACD, routing, channels, and dashboards.
- Build and update CXone Studio scripts, workflows, and automation tools.
- Serve as a technical escalation point for production issues and outages.
- Troubleshoot routing, telephony, API, and integration issues.
- Support migrations from on-premise contact center to cloud.
- Monitor platform health, performance, and daily metrics.
- Analyze contact center data and generate reports for ops decisions.
Skills
Education
Tools
Job description
BluIP Inc. is seeking a hands-on Contact Center Support Specialist to join our team onsite in Glendale, CA.
You will serve as the technical expert for our cloud-based contact center platform, supporting UCaaS and CCaaS solutions for hospitality, healthcare, and enterprise clients. You will configure, troubleshoot, and optimize IVR, ACD, call routing, and digital channels, while partnering with vendors and internal teams to ensure 24/7 reliability and data-driven improvements.
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