Responsibilities : โข Serve as the primary internal administrator and owner of the company's contact center platform โข Configure, maintain, and optimize queues, skills, routing profiles, business ...
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Internal Administrator information
What is the difference between Internal Administrator vs Data Coordinator?
| Aspect | Internal Administrator | Data Coordinator |
|---|---|---|
| Required Credentials | Typically requires administrative or office management certifications, relevant experience | Often requires data management or database certifications, strong Excel or data analysis skills |
| Work Environment | Office setting, administrative support roles | Data entry, analysis, and management in office or remote settings |
| Employer & Industry Usage | Common in corporate, nonprofit, government sectors | Used in healthcare, research, education, and corporate sectors |
| Search & Comparison Intent | People comparing administrative roles with data-focused positions | Individuals seeking data management or administrative support roles |
The Internal Administrator and Data Coordinator roles share similarities in office environments and require organizational skills. However, the Internal Administrator focuses more on overall administrative support, while the Data Coordinator specializes in managing and analyzing data. Both roles are vital in supporting organizational operations but differ in their core responsibilities and skill sets.
What are the key skills and qualifications needed to thrive as an Internal Administrator, and why are they important?
What is the highest paying administrative job?
How much is the salary of an Office Administrator?
What are the 5 duties of an Office Administrator?
What are Internal Administrators?
What are common challenges faced by Internal Administrators, and how can they be addressed?
What admin work can I do from home?

Full-time
Posted 17 days ago
Job description
NCD is a top-tier insurance provider dedicated to member satisfaction, and they are seeking a Contact Center Systems Administrator. This role is responsible for the administration, configuration, and continuous improvement of the companyโs contact center platform, ensuring optimal performance and user experience.
Responsibilities:
โข Serve as the primary internal administrator and owner of the companyโs contact center platform
โข Configure, maintain, and optimize queues, skills, routing profiles, business hours, holiday schedules, voicemail, callback logic, and overflow/failover paths
โข Build and maintain IVR menus, call flows, routing logic, and telephony rules aligned to business needs
โข Manage phone numbers, DID inventory, provisioning, and related telephony configuration
โข Support user provisioning, access, permissions, and system governance
โข Maintain system documentation, change logs, platform standards, and administrative processes
โข Support contact center system implementations, migrations, upgrades, and other platform changes as needed
โข Participate in testing, validation, issue resolution, cutover support, and go-live readiness activities
โข Help absorb vendor and implementation knowledge and translate that into sustainable internal ownership
โข Support transition and stabilization activities following any major system changes
โข Identify and resolve platform issues impacting contact center workflows
โข Identify and implement opportunities to improve routing, efficiency, and overall contact center performance
โข Build and support new queues, campaigns, workflows, and telephony solutions as business needs evolve
โข Partner with business leaders to support new products, teams, service models, and communication channels
โข Support reporting improvements, reason code/disposition alignment, and data quality efforts related to contact center operations
โข Evaluate and support implementation of any new platform capabilities, including AI, automation, agent assist, and other contact center technologies
โข Partner closely with Member Care leadership and other key stakeholders to support business needs and platform improvements
โข Translate business requirements into scalable contact center system solutions
โข Act as an internal subject matter expert for contact center systems and platform capabilities
โข Communicate system updates, risks, dependencies, and recommendations clearly to leadership
โข May take on broader ownership, mentorship, or leadership responsibilities as the function grows
Qualifications:
Required:
โข 5+ years of experience in contact center systems administration, telephony, or related platform ownership roles
โข Strong hands-on experience administering Zoom Contact Center
โข Experience supporting phone system migrations
โข Experience designing and maintaining IVRs, call flows, queues, skills, routing logic, and telephony configuration in a contact center environment
โข Experience with contact center reporting, dispositions, performance metrics, and dashboards
โข Strong understanding of contact center operations and how system design impacts service levels, efficiency, and member experience
โข Experience with telephony provisioning, business hours, failover, overflow, callback configuration, and user administration
โข Experience partnering cross-functionally with operations, technical teams, vendors, and business stakeholders
โข Strong troubleshooting, problem-solving, and documentation skills
โข Ability to manage multiple priorities in a fast-paced, evolving environment
โข Experience supporting automation or AI-assisted workflows in a contact center environment
โข Demonstrated leadership potential, including experience mentoring others, leading workflows, or taking ownership beyond core individual contributor responsibilities
Company:
NCD is dedicated to improving lives by driving better health, providing an exceptional experience, and Spreading the Smile. Founded in 2020, the company is headquartered in Dallas, USA, with a team of 51-200 employees. The company is currently Growth Stage.