Remote Cloud Contact Center Support Specialist I

UnityBPO, Inc.; New Mexico; Hybrid; USD 42,000 - 62,000; Full time

Job summary

UnityBPO, Inc. is hiring a Contact Center Platform Support Specialist I to provide first-line support for our cloud-based telecommunications platform. You will assist with user accounts, configure queues and IVR basics, and troubleshoot day-to-day issues while learning from senior admins.

You will work closely with IT teams to maintain platform health, generate reports, and help with UAT and end-user training, all within HIPAA and security guidelines.

Qualifications

• Associate degree in IT or related field or equivalent work experience.
• 0-2 years of experience in a help desk, technical support, customer service, or contact center.
• Strong customer service and communication skills.
• Basic troubleshooting and analytical abilities.
• Ability to quickly learn new software applications and cloud technologies.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within a team environment.

Responsibilities

• Provide Level 1 support by responding to incidents, service requests, and technical issues.
• Assist with user account creation, permissions, and profile maintenance.
• Monitor contact center platform health and elevate issues when necessary.
• Support basic configuration of queues, skills, campaigns, and agent profiles.
• Assist with maintaining IVR menus, call routing, and call flow documentation.
• Perform basic troubleshooting of voice quality, login, headset, and connectivity issues.
• Document incidents, resolutions, and support activities within the ticketing system.
• Assist with user acceptance testing (UAT) for system updates and new functionality.
• Support end-user training and create or update user documentation and knowledge articles.
• Generate routine operational reports and performance dashboards.
• Coordinate with telecommunications vendors and internal IT teams during issue resolution.
• Follow HIPAA, security, and organizational policies when supporting contact center operations.

Skills

Customer service

Communication

Troubleshooting

Teamwork

Learning agility

Attention to detail

Independent work

Education

Associate degree in Information Technology or related field

Tools

Five9

RingCentral

Genesys

NICE CXone

Cisco

Job description

UnityBPO, Inc. is hiring a Contact Center Platform Support Specialist I to provide first-line support for our cloud-based telecommunications platform. You will assist with user accounts, configure queues and IVR basics, and troubleshoot day-to-day issues while learning from senior admins.

You will work closely with IT teams to maintain platform health, generate reports, and help with UAT and end-user training, all within HIPAA and security guidelines.