Contact Center System Administrator

Overview: Compensation: $62,000 - $92,000 *based on experience and credentials*Location Type: Remote (*candidate must reside in FL*)Position Type: Full TimeSchedule: Monday through Friday 8:30 AM - 5:30 PM *with evening and weekend hours as needed*

The Contact Center Systems Administrator leads the administration, configuration, and optimization of core contact center platforms: Genesys Cloud CX, Verint WFM, and Pindrop. This role also serves as the highest escalation point for Level 2 support related to digital banking and telephony issues. The Administrator ensures system stability, leads small enhancement projects, and mentors junior team members. This position plays a key role in collaborating with IT, vendors, and business stakeholders to ensure alignment between platform capabilities and contact center operations. Responsibilities: * Design and optimize Genesys Cloud call flows, IVR routing, and integrations using no-code tools * Manage Verint WFM configuration, patch coordination, troubleshooting, and vendor escalation * Lead the administration and enhancement of agent assist tools and integration with knowledge systems * Oversee and fine-tune Pindrop integrations for secure voice authentication * Lead the root cause analysis of critical system issues, coordinating across departments and vendors * Own complex configuration changes and perform advanced system troubleshooting * Ensure the accuracy and completeness of speech analytics configurations; oversee tagging logic and keyword management * Collaborate with data and analytics teams to ensure clean delivery of speech analytics outputs * Manage Teams voice users, phone number assignment, routing policies, and system settings * Oversee Lumen billing, usage reconciliation, and licensing governance across Genesys, Teams, and AI platforms * Track and influence KPIs such as IVR containment, authentication rates, transfer percentage, and speech insights * Serve as primary liaison with Ge