Remote Contact Center Platform Specialist

Amplity Health; Northern (KY); Hybrid; USD 84,000 - 88,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

PTO

401(k)

Job summary

Amplity Health in the United States is seeking a Contact Center Platform Specialist to administer, configure, support, and optimize enterprise CCaaS platforms across client engagements. The role emphasizes platform stability, user support, go-live readiness, and documentation.

You will collaborate with Operations, Client Systems, IT, and vendors to implement client-specific solutions, troubleshoot production issues, and drive continuous improvement.

Qualifications

• 3+ years of experience administering enterprise CCaaS platforms.
• 4-6+ years of experience preferred.
• Experience with NICE CXone, Genesys Cloud, Five9, or similar CCaaS.
• Experience configuring users, queues, routing, and campaigns.
• Experience supporting client implementations and production operations.
• Pharmaceutical/healthcare regulated industry experience preferred.
• CCaaS certifications are a plus.

Responsibilities

• Administer and configure enterprise contact center platforms for client inbound, outbound, and digital interactions.
• Manage users, roles, permissions, teams, skills, queues, routing rules, campaigns, and other platform configurations.
• Provide day-to-day platform administration, production support, issue resolution, and user assistance.
• Support client go-lives, testing, and continuous optimization post-implementation.
• Develop and maintain training materials, SOPs, and documentation.

Skills

CCaaS admin

Platform configuration

IVR / routing

Issue troubleshooting

Documentation

Tools

NICE CXone

InContact

Power BI

Azure DevOps

Teams/SharePoint

Salesforce

Veeva

Job description

Amplity Health in the United States is seeking a Contact Center Platform Specialist to administer, configure, support, and optimize enterprise CCaaS platforms across client engagements. The role emphasizes platform stability, user support, go-live readiness, and documentation.

You will collaborate with Operations, Client Systems, IT, and vendors to implement client-specific solutions, troubleshoot production issues, and drive continuous improvement.