Remote Contact Center System Administrator

Insight Global; Florida; Hybrid; USD 85,000 - 92,000; Full time

Benefits offered by this job

401K

Medical

Dental

Vision Benefits

Job summary

Insight Global is seeking a Remote Contact Center System Administrator to support and optimize a large-scale contact center environment. You will administer Genesys Cloud CX, develop IVRs and call flows, and drive automation and platform integrations to enhance customer experiences.

You will handle complex configurations, deployments, and escalations while partnering with IT, business stakeholders, and vendors.

Qualifications

• 5+ years administering contact center or unified communications technologies.
• Strong experience with Genesys Cloud CX (or similar platforms such as NICE CXone, Five9, Avaya, Amazon Connect).
• Hands‑on experience designing, building, and supporting IVRs, call flows, routing logic, workflows, bot automation, AI‑enabled solutions, and platform integrations.
• Experience managing telephony vendors, licensing, and platform configurations.
• Ability to troubleshoot and resolve complex contact center and telephony issues.

Responsibilities

• Build and maintain contact flows, call routing, IVRs, and workflows.
• Configure and support Genesys Cloud CX and related technologies.
• Manage platform enhancements, deployments, and integrations.
• Troubleshoot advanced telephony and contact center issues.
• Partner with vendors and internal stakeholders on new capabilities and improvements.
• Support AI, automation, and customer experience initiatives.
• Mentor junior team members and provide technical guidance.

Skills

Genesys Cloud CX

IVR design

Call flows

Workflows automation

Platform integrations

Telephony vendor management

Troubleshooting

Mentoring

Job description

Remote Contact Center System Administrator

Remote - MUST reside in Florida (expected onsite 1 day per month)

$85,000 - $92,000 + annual bonus opportunity up to 12%

Position overview:

We’re seeking a Contact Center System Administrator to support and enhance a large-scale contact center environment. This is a hands‑on role focused on Genesys Cloud CX administration, IVR and call flow development, workflow automation, platform integrations, and contact center technologies. You’ll serve as a senior technical resource responsible for complex configurations, platform enhancements, deployments, and escalated technical issues while partnering with business stakeholders, IT teams, and vendors to drive operational improvements and customer experience initiatives.

Required Experience:

5+ years of experience administering contact center or unified communications technologies

Strong experience with Genesys Cloud CX (also open to NICE CXone, Five9, Avaya, Amazon Connect, Cisco Contact Center, or similar platforms)

Hands‑on experience designing, building, and supporting IVRs, call flows, routing logic, workflows, bot automation, AI‑enabled solutions, and platform integrations

Experience managing telephony vendors, licensing, and platform configurations

Ability to troubleshoot and resolve complex contact center and telephony issues

Nice to Have

Digital banking or financial services experience

Experience supporting AI‑enabled contact center solutions

Key Responsibilities:

• -Build and maintain contact flows, call routing, IVRs, and workflows
• -Configure and support Genesys Cloud CX and related technologies
• -Manage platform enhancements, deployments, and integrations
• -Troubleshoot advanced telephony and contact center issues
• -Partner with vendors and internal stakeholders on new capabilities and improvements
• -Support AI, automation, and customer experience initiatives
• -Mentor junior team members and provide technical guidance

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role include: 401K, Medical, Dental, and Vision Benefits