[Hiring] Contact Center Systems Administrator @Auto Approve

Role Description

As a Contact Center Systems Administrator, you will ensure that contact center technologies are stable, secure, compliant, and correctly implemented, while enabling the business to execute dialing, routing, and agent enablement strategies safely and reliably. This role serves as the primary technical owner for our core contact center platforms (Talkdesk) and supporting systems, translating approved business requirements into controlled, compliant, and resilient system configurations.

Your day-to-day duties include (but are not limited to):

• Configure, customize, and maintain our Talkdesk CCaaS platform to support approved business requirements
• Provision and deprovision users, roles, permissions, skills, queues, and phone numbers
• Manage user access, license assignments, and permission structures
• Audit licenses, system access, permissions, and inactive users on a regular cadence
• Design and implement inbound routing logic and IVR flows
• Configure dialer and campaign settings based on approved business requirements
• Configure telephony, carrier connections, and number management
• Enforce TCPA, DNC, call recording, consent, and dialing window rules within system configuration
• Maintain and monitor Talkdesk integrations and data flows (CRM, LOS, Coaching Tools, etc.)
• Collaborate with stakeholders to translate business needs into compliant technical solutions
• Monitor platform performance, stability, and data integrity
• Provide technical troubleshooting and platform support to end users, supervisors, and operations leaders
• Own production configuration changes, release control, rollback planning, and audit logging
• Serve as the primary technical escalation point for Talkdesk incidents, outages, and defects
• Coordinate vendor escalations and support cases with Talkdesk and telephony providers
• Maintain platform documentation, configuration records, and architecture diagrams
• Support change management and controlled release processes

Qualifications

• 3+ years of telecom experience working with Talkdesk or 5+ years with similar CCaaS platforms
• Strong technical proficiency in contact center configuration, call routing, IVR design, and platform administration
• Experience with user access controls, permissions, and license governance
• Experience implementing compliant dialing and call handling configurations
• Experience supporting system integrations and data flows with CRM and internal systems
• Strong troubleshooting and incident response skills
• Experience with change management and release controls
• Excellent communication and stakeholder collaboration skills
• Data analysis experience using platform metrics to identify issues and improvement opportunities (preferred)
• Proven success in a fast-paced, high-growth environment (preferred)
• Experience incorporating AI features into CCaaS implementations (preferred)

Requirements

• This is a full-time position. Days and hours of work are variable and based on business need. Evening and weekend work may be required as job duties demand.
• This position is indoors. Must be able to sit at a computer terminal for an extended period. May be asked to lift approximately 25 lbs. Exposure to moderate noise and light, i.e., business office with computers, phone, printers, light foot traffic.

EEO Statement

Auto Approve provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Auto Approve complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Applicants must be legally authorized to work in the United States.