Contact Center Tech Administrator: CRM & AI Tools

Samsonite Company Stores, LLC; Jacksonville (FL); Presencial; USD 65 000 - 90 000; Tempo integral

Resumo da oferta

Samsonite Company Stores, LLC is seeking a Contact Center Technology Administrator to keep our consumer experience platforms running smoothly. You will manage CRM, telephony, QA, AI-enabled tools, and e-commerce integrations, ensuring secure access and reliable operations.

Ideal candidates have 2+ years in contact center tech support, strong troubleshooting, and clear documentation skills. Collaboration with IT, business teams, and vendors is essential in this role based in Jacksonville, FL.

Qualificações

• 2+ years of experience supporting technology in a contact center.
• Experience administering CRM, telephony, QA, workforce management, ticketing, or e-commerce platforms.
• Strong troubleshooting and problem-solving skills.
• Ability to document technical information in clear, plain language.
• Professional communication skills when working with employees, leadership, IT, and vendors.

Responsabilidades

• Configure and maintain contact center systems, including CRM, phone, email, chat, SMS, quality, workforce, and AI-supported tools (e.g., Gladly, Etech, QEval, ReverseLogix).
• Maintain user roles, permissions, team assignments, communication channels, and security access.
• Support configurations for phone, email, chat, SMS, social media, quality assurance, and AI-enabled features.
• Perform routine system checks and review platform status notifications.
• Test configuration changes before they are released to employees.
• Maintain documentation of system configurations, changes, and approved operating procedures.
• Serve as the first point of contact for routine system access and application issues.
• Gather information from employees, identify the likely cause, and complete first-level troubleshooting.
• Coordinate complex configuration changes, integrations, and technical issues with internal IT teams and external vendors.

Conhecimentos

CRM administration

Telephony admin

Quality assurance

Workforce management

E-commerce platforms

Troubleshooting

Documentation

Communication

Vendor coordination

Data privacy

Ferramentas

Gladly

QEval

Salesforce

SAP

Playvox

Aptos

Descrição da oferta de emprego

Samsonite Company Stores, LLC is seeking a Contact Center Technology Administrator to keep our consumer experience platforms running smoothly. You will manage CRM, telephony, QA, AI-enabled tools, and e-commerce integrations, ensuring secure access and reliable operations.

Ideal candidates have 2+ years in contact center tech support, strong troubleshooting, and clear documentation skills. Collaboration with IT, business teams, and vendors is essential in this role based in Jacksonville, FL.