CRM/CCaaS Administrator - HYBRID San Diego, CA

PeopleConnect is looking for a CRM/CCaaS Administrator to join our award-winning team to support our People Search division. This position reports to the Sr. Director of Performance Marketing for PeopleConnect. This is a unique opportunity for a highly motivated CRM/CCaaS Administrator who is ready to take the helm of our largest business unit to propel the success of our team.

Are you passionate in building, scaling, and maintaining a call center software platform (such as TalkDesk) while working cross-functionally and partnering with Project Managers, Engineers, IT, and other Business Stakeholders across the company to achieve desired strategic outcomes? If so, then this might be the opportunity for you.

People Search is an award-winning web development division in our PeopleConnect portfolio that services over one million customers nationwide. Our cutting-edge technology connects, informs and protects people — both online and off. Our websites are consistently ranked in the top 500 top traffic sites in the US. Our products have been featured on the Discovery Channel, Mashable, Vice, Entrepreneur, Business Insider — and even made a cameo in a Disney animated comedy! A pioneer of new ideas, we’re constantly looking to develop and deploy innovative strategies and solutions. Our people and culture are second to none: we’re innovative, creative, collaborative, and talented. Together — we work magic!

Employees enjoy flexible work hours every day whether working remote or in the office. Our hybrid work schedule will offer flexibility to work from home a few days a week and work in the office a few days a week. Additional flexibility may be considered for candidates outside of the greater San Diego area. When in office, employees are able to enjoy our state-of-the-art office facilities. Our dog-friendly office includes complimentary snacks, beverages and crazy-good perks (free onsite gym, cold brew coffee and kombucha on tap, company-paid lunches, offsite team events, and more)!

We offer very competitive salary + generous bonus package, 100% company paid health insurance (Medical, Dental, Vision) for all employees, UNLIMITED vacation, Paid Sick Leave, Paid Holidays, Paid Bereavement, Student Loan Repayment Program, 529 Education Savings Plan, Paid Parental Leave, subsidized Dependent Care, Training/Education Reimbursement, Paid Parking and 401k Plan with Company Match, Pet Insurance, Employee Referral Rewards…and more! Check us out here!

Position Summary:

A CRM/CCaaS Administrator will build, scale, and maintain our platform while partnering with Project Managers, Engineers, IT, and other Business Stakeholders across the company to achieve desired strategic outcomes. The position is responsible, at various levels, for working with IT leadership to engage stakeholders in gathering user requirements, defining system functionality, and developing solutions on the TalkDesk platform and integrated systems. We are seeking someone passionate, energetic, and driven, who can bring innovative ideas, analytical thinking, and a strong desire for execution. The CRM/CCaaS AdministratoralkDesk Administrator will also assist the day-to-day functions of the company for any variety of end-user support needs.

Responsibilities:

• Own and manage the end-to-end CRM/CCaaS (TalkDesk) ecosystem while developing a strong understanding of any related integrations with TalkDesk (ex: CRM, Shelf). This includes the configuration, management, and enhancement of the system.

• Prepare and maintain in-depth call center analysis/reporting/dashboards and present recommendations to management.

• Formalize and execute a roadmap and timeline for projects and initiatives.

• Collaborate with internal and external stakeholders to determine program requirements, describe product features, document technical and functional design, and drive program success.

• Deliver high-quality and scalable solutions on the CRM/CCaaS (TalkDesk) platform within the scope of customer requirements and business specifications.

• Create test cases and validate new development and configuration.

• Troubleshoot customer issues and resolution options and provide ongoing support and system administration to fix issues in TalkDesk quickly.

• Responsible for managing the seamless onboarding and offboarding processes of users, and maintaining comprehensive user files.

• Create or update IVR’s, call flow, and routing development.

• Act as a central point of contact with BPO partners for all data, reporting, and user needs.

• Other duties as assigned.

Knowledge, Skills, and Abilities Required:

• Experience with TalkDesk or other CCaaS platforms is required.

• Minimum 3+ years of relevant CCaaS platform experience and TalkDesk Certifications a plus.

• Demonstrated experience in analyzing call center data, KPIs, and performance metrics to derive insights, identify trends, and recommend strategies for operational improvement.

• Demonstrated track record spearheading successful cross-functional initiatives.

• Prior implementation of a call center software platform desired.

• Capability to manage and lead projects focused on improving call center efficiency, forecasting accuracy, or implementing new tools or processes.

• Experience integrating LiveChat platforms with virtual agents, ensuring a smooth and efficient communication channel.

• Comfortable programming integrations and understanding technical details of the various involved systems, such as javascript or low-code logic building in a visual editor.

• Experience with JSON and Rest API’s.

• Comfortable leading initiatives independently with minimal supervision.

• Well-versed in change management principles in a continually evolving environment.

• Advanced Excel experience is a plus in analyzing data, mass updates, and using formulas effectively.

• Experience with Google Suite is a plus.

• Experience with basic automation using Talkdesk Studio, including interaction with REST API’s, etc.

Min: $89,100

Mid: $101,900

Max: $116,800

The pay range reflects the salary amount the Company reasonably expects to pay for the position. It is not a guarantee of actual compensation or a specific payment amount to any candidate. The actual compensation will depend on numerous factors including, without limitation, a particular candidate’s experience and qualifications.

The Company's Applicant and Worker Privacy Notice can be found here.

PeopleConnect is an equal opportunity employer.

Local area candidates are encouraged to apply, and please note we are not able to offer visa sponsorship, visa transfer, or corp-corp arrangements.

Note for Principal Agencies - Principal agents should not forward resumes to PeopleConnect, as we will not be responsible for any fees arising from the use of resumes submitted from agencies without a prior written and signed agreement and authorized job order for this position in place.