Call Center Platform Administrator, Reporting Specialist

Job Description: • Designs enterprise-wide or cross-functional solutions that address business challenges and impact organizational strategy, helping call center agents compete and serve customers efficiently. • Drives operational efficiency and customer experience through strategic technology initiatives, collaborating with teams to identify process improvements and integrate new solutions. • Provides day-to-day support with reporting and data reconciliation to ensure accuracy and consistency in operational metrics. • Oversees agent skilling processes to ensure call center staff can handle calls appropriately. • Maintains thorough and up-to-date system documentation for supporting ongoing improvements and ensuring operational transparency. Requirements: • Proficiency in SQL, or similar database query language. • Experience in Relational Database design and maintenance • Experience in managing user access to cloud platforms • Adept at execution and delivery (planning, delivering, and supporting) skills • Adept at collaboration and teamwork • Mastery of problem solving and decision-making skills • Mastery of growth mindset (agility and developing yourself and others) skills • 3+ years of strong call center technology work experience (preferred) • Experience with NICE CXOne and/or SpiceX (preferred) • Experience in defining project requirements and test cases (preferred) • Experience in validating test cases (preferred) • Experience with NoSQL Databases such as MongoDB (preferred) • Medicare experience (preferred) • Bachelor's degree or equivalent experience Benefits: • Affordable medical plan options • A 401(k) plan (including matching company contributions) • An employee stock purchase plan • No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. • Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. Apply tot his job