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Ivr Call Center Administrator Jobs (NOW HIRING)

MDAEdge

Cisco CVP IVR Engineer

Plano, TX · On-site

The ideal candidate will design, develop, and integrate IVR call flows and components using Cisco Customer Voice Portal, ensuring efficient customer interaction within a contact center environment.

Pae

Call Center Administrator

Groton, CT · On-site

$17.75 - $23.50/hr

As a Call Center Administrator, you will be responsible for daily service requests called in or entered by site personnel: * Primary point of contact for all site related service requests called in ...

Amentum

Call Center Administrator

Groton, CT · On-site

$17.75 - $23.50/hr

As a Call Center Administrator, you will be responsible for daily service requests called in or entered by site personnel: * Primary point of contact for all site related service requests called in ...

Syntricate Technologies

IVR Developer

Chicago, IL · On-site

... call flow development is must. • Experience with implementing complex solutions involving Web ... Contact Center technologies, integration experience with Avaya Interaction Center and PBX like ...

Q1 Technologies

Call Center Operations

Raritan, NJ · On-site

Lead development and deployment of IVR and Fax solutions (and other contact center technologies as ... Call Monitoring and Quality Programs - Facilitate call monitoring and call calibration processes

Programmers.io

Product Manager-IVR

Denver, CO · On-site

Leverage strong product/technical acumen (AI, ML, contact center tools like IVR, call analytics). * Support client success for human-centric AI solutions (behavioral insights, conversational bots ...

ConfigUSA

Avaya Developer

Las Vegas, NV · On-site

IVR (Interactive Voice Response) and (CTI computer-telephone integration). Proficient in VXML - Voice eXtensible Markup Language. Call center domain Knowledge Java proficiency Database- Cloud AWS ...

Syntricate Technologies

IVR Tester

Bethpage, NY · On-site

The role focuses on quality assurance testing, particularly within call center technology systems ... IVR, ACD, Agent Desktop Tools, Call Recording applications, or prior experience in a call center ...

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Call Center Technology Administrator

Remote

Velocity Clinical Research, Inc.
Scientific Research and Development Services • 501 - 1,000 employees
Learn more about Velocity Clinical Research, Inc.external

$16.50 - $20.50/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 15 days ago

Velocity Clinical Research rating

7.3

Company rating: 7.3 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

Job description

Overview
Velocity Clinical Research is an owned and integrated research site organization, providing excellence in patient care, high quality data and fully integrated research sites. At Velocity, we align our values and behaviors to give our employees the best chance of delivering on our brand promise: to bring innovative medical treatments to patients. We are committed to making clinical trials succeed by generating high quality data from as many patients as possible, as quickly as possible while providing exemplary patient care at every step.
As an employee of Velocity, you are the most integral part of our mission. For talented candidates who perform at a high level, Velocity will invest to support career advancement and reward performance. Whether you are new to clinical research or are an industry veteran, we invite you to apply to Velocity.
Benefits include medical, dental and vision insurance, paid time off and company holidays, 401(k) retirement plan with company-match, and an annual incentive program.
Environment: High-Volume Inbound & Outbound Contact Center (PERC Center)
Primary Platform: Dialpad Contact Center
Job Summary:
The Call Center Technology Administrator is responsible for the design, administration, reliability, and optimization of enterprise call center technologya supporting high-volume inbound and outbound operations. This role owns the Dialpad Contact Center platform end-to-end, including telephony configuration, outbound dialing strategies, CRM/CTMS integrations, compliance controls, and system uptime. The ideal candidate is highly technical, operationally focused, and experienced in regulated, performance-driven contact center environments.
This role is platform-centric rather than agent-centric, focused on scalability, availability, compliance, and enterprise performance rather than day-to-day agent metrics.
Responsibilities
Telephony Platform Ownership & Execution
  • Ensure seamless execution of inbound (IB) and outbound (OB) telephony campaigns to maximize contact efficiency, reliability, and overall PERC Center performance.
  • Own, build, and maintain Dialpad Contact Center configurations, including:
    • IVR call flows and intelligent call trees
    • Skills-based routing, department queues, and main lines
    • Business hours, after-hours coverage, and holiday schedules
    • Call recording, AI, and voice configurations
  • Maintain high system availability and performance, proactively monitoring capacity and traffic patterns.

Dialpad System Administration (Inbound & Outbound)
  • User & Access Management
    • Provision users, manage licenses, roles, and permissions.
    • Enforce role-based access controls and conduct periodic access reviews.
  • Call Routing & IVR
    • Design and optimize IVR flows and routing logic to support high-volume traffic and operational efficiency.
  • Department & Office Configuration
    • Configure offices, departments, business hours, and escalation paths.
  • CRM / CTMS Integration
    • Administer and maintain integrations between Dialpad and CRM/CTMS platforms (e.g., Salesforce, Zendesk).
    • Ensure reliable call logging, dispositions, contact outcomes, and source tracking.
    • Maintain strong data hygiene and integration integrity.

Outbound Dialer Strategy & Compliance
  • Configure and manage outbound dialing strategies (predictive, preview, progressive).
  • Own list management processes, including uploads, segmentation, retry rules, and data scrubbing.
  • Optimize dialer pacing, answer detection, concurrency limits, and abandonment controls.
  • Ensure strict compliance with all telemarketing and data protection regulations, including:
    • TCPA, FDCPA, and Do Not Call (DNC) requirements
    • Recording consent and AI-driven PII redaction
    • Campaign-level compliance configurations and auditability

Enterprise Performance Monitoring & Reliability
  • Monitor platform-level and enterprise contact center health, including:
    • Queue performance and traffic patterns
    • System latency, call quality, and uptime
    • Dialer throughput, concurrency limits, and capacity utilization
  • Develop and maintain enterprise operational dashboards and real-time wallboards focused on:
    • SLA adherence and service availability
    • Abandonment trends and backlog risk
    • System performance and stability indicators
  • Identify performance risks and recommend configuration or architectural improvements.

Incident Management & Vendor Escalation
  • Serve as Tier 1 / Tier 2 technical owner for telephony-related incidents.
  • Coordinate incident response, troubleshooting, and recovery for:
    • Voice quality issues
    • Connectivity failures
    • Dialer or routing disruptions
  • Manage vendor escalations with Dialpad and integration partners.
  • Conduct root cause analysis (RCA) and document corrective and preventive actions (CAPA).
  • Track incidents and trends to drive long-term stability improvements.

Security, Privacy & Compliance
  • Enforce security, privacy, and compliance configurations across all call center technologies.
  • Ensure alignment with HIPAA, GDPR, and internal security policies.
  • Maintain audit trails, access reviews, recording policies, and system documentation.
  • Partner with compliance, legal, and IT teams during audits and reviews.

Platform Enablement & AI Capabilities
  • Configure and maintain Dialpad AI features, including:
    • AI Playbooks
    • Live Coach Cards
    • Call summaries and transcription settings
  • Provide platform training and technical guidance to supervisors and agents on Dialpad usage and best practices.
  • Document standard operating procedures and troubleshooting guides.

Qualifications
Required Skills & Qualifications
  • 3+ years of experience as a Call Center Technology Administrator, Dialer Administrator, or Contact Center Systems Administrator.
  • Strong expertise with Dialpad Contact Center (Support/Sell) or comparable cloud contact center platforms.
  • Deep understanding of inbound/outbound call routing, IVR design, and dialer logic.
  • Hands-on experience with TCPA, DNC management, and outbound compliance controls.
  • Proven ability to troubleshoot VoIP, call quality, and platform performance issues in high-volume environments.
  • Strong analytical and problem-solving skills.

Preferred Qualifications
  • Experience integrating contact center platforms with CRM/CTMS systems (Salesforce, Zendesk, HubSpot).
  • Background in cloud-based contact center architectures.
  • Knowledge of SIP, VoIP networking, WebRTC, and telephony infrastructure.
  • Experience supporting regulated healthcare, research, or financial services environments.

NOTE: The above Job Description is intended to communicate the general function of the mentioned position and by no means should be considered an exhaustive or complete outline of the specific tasks and functions that will be required. Additionally, specific tasks and duties of the position are subject to change as the Company, the department and circumstances change. All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.

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