Contact Center Solutions & Operations Specialist II (Level 2) Remote - Must Reside in NM, TX, AZ only in Winters, Texas at UNITY BPO

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

We're looking for a Contact Center Solutions & Operations Specialist II to join our team and take ownership of the day-to-day administration, configuration, and optimization of our cloud-based contact center platforms — with a strong focus on Five9 CCaaS technologies. In this role, you'll be the go-to technical resource for platform operations and troubleshooting, working closely with business stakeholders, IT teams, and vendors to deliver reliable, high-quality customer experiences.

You'll support the full breadth of our contact center technology stack — voice, IVR, omnichannel communications, routing strategies, reporting, and system integrations — while contributing to platform implementations, upgrades, user training, and continuous improvement initiatives.

Platform Administration

• Administer and support Five9 cloud contact center environments
• Configure and maintain users, campaigns, queues, skills, dispositions, and security profiles
• Implement and maintain call routing strategies, dial plans, and ACD configurations
• Configure and maintain IVR call flows and call treatment logic
• Support voice, SMS, chat, and other omnichannel communication channels

Technical Support & Operations

• Serve as the primary Level 2 support resource for contact center platform issues
• Troubleshoot SIP, VoIP, telephony, routing, voice quality, and application issues
• Monitor platform availability, performance, and service health
• Escalate complex infrastructure or application issues to senior engineers or vendors as appropriate
• Document incidents, root cause analysis, and corrective actions

Project Support

• Participate in contact center implementations, migrations, and technology upgrades
• Assist with solution design, testing, User Acceptance Testing (UAT), and production deployments
• Coordinate system changes with business users and technical teams
• Maintain system documentation, configuration standards, and operating procedures

Reporting & Analytics

• Develop and maintain operational reports, dashboards, and key performance indicators
• Analyze contact center performance data to identify operational improvements
• Support workforce optimization and business performance initiatives through reporting and analytics

Training & Collaboration

• Train supervisors, administrators, and end users on contact center applications and best practices
• Create and maintain knowledge articles, user guides, and training documentation
• Collaborate with IT, network engineering, telecom providers, vendors, and business stakeholders to resolve technical issues and support new initiatives

Required Qualifications

• Bachelor's degree in information technology, Business, Telecommunications, Healthcare Administration, or a related field, or equivalent professional experience
• 2–5 years of experience supporting enterprise contact center technologies
• Experience administering Five9 or another enterprise CCaaS platform
• Experience configuring IVRs, queues, skills, campaigns, routing strategies, and user administration
• Knowledge of SIP, VoIP, cloud telephony, and contact center operations
• Experience troubleshooting contact center applications and voice-related issues
• Strong analytical, organizational, and problem-solving skills
• Excellent written and verbal communication skills

Preferred Qualifications

• Five9 Blended Administrator Certification
• Experience with RingCentral, Cisco, Genesys, NICE CXone, or similar CCaaS platforms
• Healthcare contact center experience
• Experience supporting HIPAA-regulated environments
• Familiarity with CRM or EMR integrations such as Epic, eClinicalWorks, or Nextech
• Experience participating in platform implementations or technology migrations

Preferred Certifications

• Five9 Blended Administrator Certification
• ITIL Foundation
• Cisco CCNA
• CompTIA Network+ or equivalent

Technical Skills

Five9 Administration • Contact Center as a Service (CCaaS) • SIP/VoIP • IVR Configuration • ACD Administration • Call Routing & Dial Plans • Queue & Skill Management • Campaign Administration • Incident Management • Platform Monitoring • User Administration • Omnichannel Communications • Microsoft Excel • Reporting & Dashboard Development • User Acceptance Testing (UAT) • Knowledge Base Documentation • Vendor Coordination • Basic API and System Integration Concepts

Core Competencies

Customer Focus • Technical Troubleshooting • Communication • Analytical Thinking • Collaboration • Continuous Improvement • Attention to Detail • Time Management • Problem Solving • Adaptability • Accountability

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.