Contact Center Systems Lead: Automation & Integrations

Motion Recruitment Partners LLC; Los Angeles, Northern (CA, KY); Hybrid; USD 105,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Motion Recruitment Partners LLC is seeking a Manager, Contact Center Systems & Operations to lead the technology, workflows, automations, and operational systems for a high-volume customer service environment.

This role focuses on the systems behind the operation—contact center platforms, CRM technology, integrations, reporting, and process improvement—to create scalable solutions and reduce manual work.

Qualifications

• 4+ years of experience supporting contact center systems, CRM platforms, business systems, or operational technology.
• Hands-on configuring, administering, or optimizing contact center, CRM, workflow, or similar platforms.
• Experience designing or managing IVRs, call routing, queues, workflows, forms, or system configurations.
• Experience with workflow and business process automation.
• Experience supporting system integrations.
• Strong troubleshooting and technical problem-solving skills.
• Experience developing or working with reporting and dashboards.
• Experience with SaaS platforms and technology vendors.
• Ability to translate operational needs into practical system solutions.
• Strong cross-functional communication and stakeholder management.

Responsibilities

• Configure, administer, and optimize contact center and CRM platforms.
• Design and maintain IVRs, call flows, routing logic, queues, and workflows.
• Troubleshoot platform issues and implement system enhancements.
• Build workflow automations that reduce repetitive manual work and improve efficiency.
• Develop reporting, dashboards, and other visibility tools for performance.
• Support integrations across CRM, contact center, and other platforms.
• Improve data flow and connectivity between systems.
• Translate operational requirements into technical solutions.
• Partner with internal technology teams and external vendors on system improvements.
• Identify process gaps, bottlenecks, and opportunities for automation.
• Redesign workflows to improve scalability and efficiency.
• Evaluate new technologies and tools to improve operations.
• Use data and reporting to measure impact of system improvements.
• Support ongoing platform administration, optimization, and troubleshooting.

Skills

Contact center systems

CRM platforms

Workflow automation

System integrations

Reporting dashboards

Troubleshooting skills

Cross-functional communication

Stakeholder management

Tools

Genesys Cloud

Five9

NICE CXone

Salesforce Service Cloud

HubSpot

Zendesk

Job description

Motion Recruitment Partners LLC is seeking a Manager, Contact Center Systems & Operations to lead the technology, workflows, automations, and operational systems for a high-volume customer service environment.

This role focuses on the systems behind the operation—contact center platforms, CRM technology, integrations, reporting, and process improvement—to create scalable solutions and reduce manual work.