Contact Center Administrator

Overview Company Ergomed Group is a rapidly expanding full service mid-sized CRO specialising in Oncology and Rare Disease. Since its foundation in 1997 the company has grown organically and steadily by making strategic investments and landmark acquisitions, with operations in Europe, North America and Asia. Our company allows for employee visibility, creative contribution and realistic career development. We value employee experience, well-being and mental health and we acknowledge that a healthy work life balance is a critical factor for employee satisfaction and in turn nurtures an environment from which a high-quality client service can be achieved. Come and join us in this exciting journey to make a positive impact in patient’s lives. Job Description The Contact Center Administrator is responsible for the daily administration, configuration, and optimization of the contact center technology platform(s). This role ensures that the contact center operates efficiently by managing system performance, implementing call routing strategies, generating reports, and supporting both agents and supervisors with technical issues. The administrator acts as a bridge between business operations and IT, ensuring that the contact center delivers exceptional customer service through reliable and optimized systems. Key Responsibilities Administer and maintain contact center systems (e.g., ContactQ, ZOOM Call Center, or similar). Configure and optimize call flows, IVR menus, queues, and routing strategies. Monitor system performance and troubleshoot issues to ensure uptime and service quality. Provide technical support and training for agents, supervisors, and managers on contact center tools. Develop and maintain real-time and historical performance reports, dashboards, and analytics. Manage user accounts, security permissions, and profiles. Collaborate with IT and vendor support teams to resolve escalated issues. Support implementation of new features, integrations, or upgrades. Document processes, configurations, and system changes (following GAMP 5 and GxP regulations). Ensure compliance with data security, privacy, and regulatory standards. Qualifications Bachelor’s degree in information technology, Computer Science, Business, or related field (or equivalent experience). Previous experience administering contact center platforms or related systems. Strong knowledge of ACD, IVR, CTI, and CRM integrations. Proficiency in reporting and analytics (Excel, SQL, or BI tools). Excellent problem-solving and troubleshooting skills. Strong communication skills with the ability to interact across technical and business teams. Experience with cloud-based contact center platforms (e.g., ZOOM Call Center, RingCentral). Basic understanding of telephony technologies such as SIP trunks, Session Border Controllers (SBC), and PBX systems. Familiarity with scripting languages or APIs for integrations. Knowledge of workforce management and quality monitoring tools. IT certifications (e.g., CCNA, AWS, Genesys, Avaya, or other vendor-specific credentials). Ability to manage multiple priorities in a fast-paced environment. Fluency in English Additional Information We prioritize diversity, equity, and inclusion by creating an equal opportunities workplace and a human-centric environment where people of all cultural backgrounds, genders and ages can contribute and grow. To succeed we must work together with a human first approach. Why? because our people are our greatest strength leading to our continued success on improving the lives of those around us. We Offer Training and career development opportunities internally Strong emphasis on personal and professional growth Friendly, supportive working environment Opportunity to work with colleagues based all over the world, with English as the company language Core Values Quality Integrity & Trust Drive & Passion Agility & Responsiveness Belonging Collaborative Partnerships We look forward to welcoming your application. #J-18808-Ljbffr