Contact Center Operations & Training Lead (AWS Connect)

New Jersey Innovation Authority; United States; Remote; USD 104.000 - 127.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision care

Paid leave

Retirement plan

Zusammenfassung

The New Jersey Innovation Authority (NJIA) is seeking a Contact Center Operations Specialist to manage Amazon Connect and related support platforms. You will train staff, develop protocols, and optimize workflows while delivering high-quality customer service for state agencies.

You will analyze support data, implement improvements, and collaborate with product and agency teams. This full-time role reports to the Product Director and supports accessibility and inclusive public service.

Qualifikationen

• Minimum of 5 years of professional experience in help desk operations, support team training, or platform administration.
• Hands-on experience administering support platforms at configuration/admin level (AWS Connect, Intercom, Zendesk, Freshdesk).
• Experience training or mentoring help desk staff and developing support protocols.
• Ability to create training materials, SOPs, response templates, and enablement resources.
• Strong ability to analyze support data and quality metrics to identify needs and improvements.
• Familiarity with APIs, scripting, or SQL is helpful but not required.

Aufgaben

• Enablement, Training & Documentation: deliver training sessions for tier 1 staff, build scalable training programs, create protocols and templates.
• Platform Management & Configuration: administer live chat and contact center platforms, manage routing, prompts, integrations, and self-service automation.
• Analysis & Continuous Improvement: analyze performance data, identify patterns, and implement improvements.
• Do what’s needed for the team: perform additional duties to advance NJIA’s mission.

Kenntnisse

Help desk ops

Customer service

AWS Connect

Training staff

Documentation

Data analysis

Quality assurance

Troubleshooting

APIs

SQL basics

Communication

Tools

AWS Connect

Intercom

Zendesk

Freshdesk

Jobbeschreibung

The New Jersey Innovation Authority (NJIA) is seeking a Contact Center Operations Specialist to manage Amazon Connect and related support platforms. You will train staff, develop protocols, and optimize workflows while delivering high-quality customer service for state agencies.

You will analyze support data, implement improvements, and collaborate with product and agency teams. This full-time role reports to the Product Director and supports accessibility and inclusive public service.