Job Description
Manage and configure core call center systems (e.g., Genesys, Zendesk, Salesforce, Talkdesk) including user accounts, routing, IVR flows and new feature deployments, ensuring optimal operation. Identify and implement admin level configuration changes or process improvements within call center platforms to enhance call flow, agent efficiency and overall system performance by utilizing improvement methodologies to drive continuous improvement. Manage the operational aspects of integrations between call center platforms and other enterprise systems (e.g., API, CRM, WFM tools), focusing on configuration, maintenance and troubleshooting. Create and maintain comprehensive technical documentation for call center systems. Design, develop and maintain dashboards and reports. Provide operational technical support, monitor system performance, diagnoses and resolves incidents affecting call center functionality, acting as a liaison with vendors for complex issues.
About Vida Health
Vida is a virtual, personalized obesity care provider that uses evidence-based treatment to help patients manage obesity and related conditions.