Contact Center Platform Specialist - US Remote

Job description

Join Amplity, the full-service go-to partner of biopharma companies that delivers flexible + specialized medical + commercial services. No matter where a drug is in its lifecycle, we scale with ease to maximize resources + improve impact for all our clients. Through strategic partnerships + deep therapeutic expertise, Amplity transforms how breakthrough treatments reach the people who need them. Contact Center Platform Specialist - U.S. Remote We have a current opportunity for a Contact Center Platform Specialist. This role is responsible for administering, configuring, supporting, and optimizing Amplity's enterprise contact center platforms. This role supports client inbound, outbound, and digital interactions across Commercial, Medical, and Clinical service offerings, with a focus on platform stability, user support, client implementations, issue resolution, and continuous improvement. This is a full-time salaried position offering a comprehensive benefits package including medical, dental, vision, paid time off (PTO), company holidays, 401(k), and additional employee benefits. This position partners closely with Operations, Client Systems, IT, vendors, and client-facing teams to configure client-specific solutions, support go-lives, troubleshoot production issues, and maintain clear documentation and training materials. Essential Duties and Responsibilities Platform Administration and Configuration Administer and configure enterprise contact center and CCaaS platforms supporting client inbound, outbound, and digital interactions. Manage users, roles, permissions, teams, skills, queues, routing rules, dispositions, campaigns, and other platform configurations. Support IVR, call flows, agent workflows, telephony, digital channels, quality management, workforce capabilities, and related platform functionality. Maintain platform documentation, SOPs, configuration guides, knowledge articles, and support materials. Platform Support and Operations Provide day-to-day platform administration, production support, issue resolution, and user assistance. Troubleshoot platform issues related to access, routing, call flows, recordings, integrations, reporting, quality management, and agent experience. Monitor platform health, manage incidents and service requests, and coordinate vendor escalation through resolution. Client Implementations Participate in client discovery sessions, configuration workshops, solution design, and implementation planning. Configure client-specific contact center solutions and support user provisioning, testing, deployment, go-live, and hypercare. Partner with Operations, Client Systems, IT, vendors, and client-facing teams throughout implementation and ongoing optimization. Contact Center Operations Support Support contact center workflows including inbound and outbound programs, queues, routing, campaigns, dispositions, call recording, quality support, coaching, and workforce capabilities. Partner with operational teams to identify and resolve platform issues that affect agent productivity, quality, service levels, and customer experience. Reporting and Data Support Support configuration and validation of operational reports and dashboards within contact center platforms. Assist with contact center KPI data requirements and coordinate with Reporting, Analytics, and Data Engineering teams on downstream data needs. Release and Validation Management Support vendor releases, platform upgrades, regression testing, user acceptance testing, defect resolution, and production deployments. Develop test scripts, validation documentation, release readiness materials, and change records. Continuous Improvement and Innovation Identify opportunities to improve platform usability, automate manual processes, and enhance operational efficiency. Support evaluation and adoption of AI-enabled capabilities including agent assist, transcription, interaction analytics, automated quality management, intelligent routing, and workflow automation. Maintain an enhancement backlog and provide platform and process improvement recommendations. Client Enablement Develop and deliver end-user and administrator training as needed. Create and maintain user guides, SOPs, knowledge articles, and support documentation. Support change management and communication activities. Client Omnichannel Integration Work with members of the Client Systems team to support an omnichannel client experience through direct integrations, API services, and data exchange with client data analytics or data lake environments. Primary Platform Responsibilities NICE CXone / InContact Flatworld Other enterprise contact center / CCaaS platforms as introduced Quality Management / Coaching platforms Workforce Management / Workforce Optimization capabilities Digital engagement and AI-enabled contact center solutions Supporting Platform Responsibilities Microsoft Power BI Microsoft Power Platform Azure DevOps Microsoft Teams / SharePoint Freshservice service management platform CRM platforms, including Veeva and Salesforce where applicable Reporting and analytics platforms Identity and access management Client systems, data warehouses, portals, and other integrated applications Education and Experience A minimum of 3 years of experience administering, configuring, or supporting enterprise contact center or CCaaS technologies; 4-6+ years of experience preferred. Experience supporting one or more enterprise platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, Talkdesk, Cisco Webex Contact Center, or similar solutions. Experience configuring users, security, skills, queues, routing, workflows, campaigns, and contact center operational settings. Experience troubleshooting production contact center platform issues and coordinating vendor support. Experience supporting contact center implementations, releases, testing, and production operations. Experience working with multiple client environments or managed services preferred. CRM/contact center integrations and APIs preferred. Pharmaceutical, biotechnology, healthcare, or another regulated industry preferred. Relevant contact center or CCaaS platform certification preferred. NICE CXone certification or equivalent vendor certification is a plus. Microsoft AI Fundamentals or similar AI certification is a plus. Strong working knowledge of contact center technology, CCaaS concepts, inbound and outbound operations, skills-based routing, queues, IVR, call flows, agent states, dispositions, and omnichannel engagement. Residence in the Central or Eastern U.S. time zone preferred. We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that Amplity Inc, is not able to provide visa sponsorship for this position. Core Competencies Advanced problem-solving skills with the ability to troubleshoot technical and operational issues in a fast-paced environment. Strong customer service orientation and ability to support end users, internal teams, vendors, and client-facing stakeholders. Excellent attention to detail with strong documentation, testing, and configuration management discipline. Ability to collaborate across Operations, Client Systems, IT, Reporting, Analytics, Data Engineering, vendors, and client-facing teams. Strong communication, time management, and follow-through skills. Continuous improvement mindset with the ability to identify ways to improve usability, efficiency, quality, and client experience. The expected pay range for this role is between $84,000-$88,000 annually. This may vary based upon education, experience, and certification. About Us Amplity powers biopharma innovation through expert-led teams that deliver. Whether you knew us in the 80’s as Physician Detailing Inc., or in the 00’s as part of Publicis Health , the companies that came together in 2019 to form Amplity have delivered contract medical, commercial + communications excellence for 40+ years. Our people-driven, tech-enabled DNA fuels everything we do. Our professionals understand the pharmaceutical industry from the inside out. With a deep grasp on product lifecycles, marketing hurdles, operational nuances + the complex needs of providers and patients, we help our clients launch products + operate smoothly with precision — across all business shapes, sizes + specialties. We are on a mission to improve patient outcomes through executional excellence — enabling our partners in pharma to thrive in turn. At Amplity, we are allies in excellence. And we do it quicker, better, nicer than anyone else. Our Diversity Policy We encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. In addition, Amplity Health maintains policies and procedures designed to comply with applicable federal, state and local laws governing non-discrimination in employment in every location in which Amplity Health has facilities.