Contact Center Platform Support Specialist I Remote - NM, TX, AZ only in Winters, Texas at UNITY BPO

Employment Type: Full-Time, 3–6 Month Contract (Potential for Long-Term Employment)

Are you looking to launch a career in contact center technology, telecommunications, or IT support? We're hiring a Contact Center Platform Support Specialist I to join our team and provide first-level technical and operational support for our cloud-based

telecommunications Platform.

Working closely with senior administrators and engineers, you'll help keep our contact center running smoothly — supporting users, configuring call routing, and troubleshooting day-to-day issues — while building hands-on expertise in cloud communications and customer experience technologies.

What You'll Do

• 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 escalate 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.

Required Qualifications

• Associate degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field — or equivalent work experience.
• 0–2 years of experience in a help desk, technical support, customer service, or contact center environment.
• 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.

Technical Skills

Basic Contact Center Operations · User Account Administration · Incident Management · Customer Service · Ticket Management · Microsoft Office Suite · Microsoft Excel · Basic Reporting · Call Queue Administration · IVR Fundamentals · Cloud Application Support · Documentation · Team Collaboration · Basic VoIP Concepts

Preferred Qualifications

• Exposure to cloud contact center platforms such as Five9, RingCentral, Genesys, NICE CXone, or Cisco.
• Basic understanding of VoIP or telecommunications concepts.
• Familiarity with call center operations or customer service environments.
• Experience using Microsoft Excel and Microsoft Office.
• Healthcare customer service or patient access experience is a plus.
• Five9 Administrator Certification (or willingness to obtain certification after hire).

Core Competencies

Customer Focus · Problem Solving · Communication · Attention to Detail · Time Management · Learning Agility · Teamwork · Accountability · Adaptability · Professionalism

Disclaimer

• The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
• It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.
• The preceding job description does not alter the “at will” status and therefore does not constitute a contract of employment, expressed, or implied between any employee and UnityBPO.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.