Contact Center Operations Specialist (InnovateNJ)

Job description

**The New Jersey Innovation Authority** The New Jersey Innovation Authority (NJIA) is looking for diverse and experienced team members to deploy world-class innovative and digital services that solve pressing public interest challenges for the people of New Jersey. Our work spans numerous issue and policy areas, and is focused on making an impact in the lives of the New Jerseyans that we serve. Our work has decreased the amount of time it takes to apply for Unemployment Insurance, made it easier to start, operate, and grow a business in the Garden State, and connected millions of New Jerseyans to government programs, services, and benefits. Our team members wear many hats, contributing to both the execution of core projects and the evolution of NJIA. We use data and modern research, design, and development methods to inform our decision making, and we collaborate with stakeholders within and outside of government to understand and solve challenges. To learn more about NJIA read our [impact report](https://innovation.nj.gov/assets/documents/2025-impact-report.pdf) and visit our [About Us](https://innovation.nj.gov/about/) page. We are seeking a Contact Center Operations Specialist with 5 years of experience in help desk operations, support team training, or platform administration while delivering excellent customer service. In this role, you'll oversee chat and contact center operations. This includes creating training materials, protocols, and documentation that help support teams work independently. You'll improve customer service quality by analyzing support data and coaching staff, and work with technical specialists to configure and optimize our Amazon Connect platform. Strong candidates are comfortable with platform configuration, automation, and data analysis and understand help desk work well enough to train others. This position reports to the Product Director and collaborates closely with teams in the Business Experience and Residential Experience Initiatives and directly with state agency partners. Responsibilities may include: ### Enablement, Training & Documentation - Develop and deliver training sessions for tier 1 help desk staff on customer service best practices, response protocols, quality standards, and troubleshooting techniques. - Build sustainable operations capacity through training programs that enable state agency teams to independently manage Amazon Connect operations, make configuration changes, and troubleshoot common issues. - Develop contact center protocols and standards including response guidelines, escalation workflows, and quality standards. - Create support resources and documentation including knowledge base articles, response templates, troubleshooting guides, and platform configurations. - Document platform expertise and processes to build sustainable operations capacity as contract specialists transition off. ### Platform Management & Configuration - Administer live chat and contact center platforms on AWS Connect, managing routing rules, automated responses, queue assignments, and integration workflows. - Manage contact flow design, prompt configuration, and system integrations. - Build self-service automation including chatbots, automated workflows, and routing logic to improve efficiency. - Configure and optimize contact center workflows to improve caller and user experience. ### Analysis & Continuous Improvement - Own continuous improvement of support operations by analyzing performance data, identifying patterns, and implementing solutions. - Gather feedback from help desk staff and agency teams to inform platform and process improvements. ### Do what's needed for the team Execute additional duties and responsibilities to advance the New Jersey Innovation Authority’s mission and work. ### Preferred Technical Experience, Skills and Abilities: - A minimum of 5 years of professional experience in help desk operations, support team training, quality assurance, or platform administration. Direct help desk experience (hands-on customer support and troubleshooting) strongly preferred. - Customer service mindset combined with operational focus. - Hands-on experience administering support platforms such as AWS Connect, Intercom, Zendesk, Freshdesk, or similar tools at a configuration/admin level. - Experience training or mentoring help desk staff, developing support protocols, or managing support team operations. - Skilled at creating training materials, standard operating procedures, response templates, and enablement resources for support teams. - Demonstrated ability to analyze support data and quality metrics to identify training needs, process gaps, and improvement opportunities. - Experience with quality assurance or reviewing support interactions to provide coaching and feedback. - Strong troubleshooting skills and technical aptitude, comfortable learning new platforms quickly and becoming proficient in configuration and optimization. - Excellent communication and training skills. - Self-directed and organized. - Familiarity with workflow automation, APIs, basic scripting, or SQL queries is helpful but not required. - Dedicated to advancing the mission of the New Jersey Innovation Authority and public service, with a strong commitment to accessibility and fostering a more inclusive society.