Sr Contact Center Platform Administrator at Resideo
Resideo · Louisville, United States Of America · Hybrid
- Senior
- Office in Louisville
We are seeking a skilled and detail-oriented Platform Administrator of Contact Center Tools & Technology within our Customer Experience Organization. This role will focus on being the subject matter expert of our CCaaS (Contact Center as a Service) application. This role is responsible for ensuring the platform is configured, optimized, and maintained to meet the evolving needs of the business.
The ideal candidate will have hands-on experience with Content Guru's storm® platform or a similar cloud-based telephony/omnichannel solution, strong problem-solving skills, and the ability to work cross-functionally with technical and non-technical stakeholders.
JOB DUTIES:
- Platform Administration: Configure and optimize Content Guru storm® platform features, including call flows, IVR, skills-based routing, agent profiles, queues, and reporting dashboards; Ensure proper user access management, licensing, and permission controls; Perform routine maintenance, patching, and upgrades in coordination with vendor support and internal IT teams.
- Support & Troubleshooting: Act as Tier 2 support for issues escalated from frontline teams; Investigate, document, and resolve platform incidents, escalating to Content Guru or internal engineering as needed; Monitor platform health and performance, proactively identifying and addressing anomalies or outages; May require participation in on-call rotations or after-hours maintenance windows.
- Change & Release Management: Work with business stakeholders to capture configuration and enhancement requests, along with guiding platform integrations; Participate in testing and quality assurance for new features or changes prior to production rollout; Maintain documentation and version control of configurations and changes.
- Reporting & Analytics: Partner with Support business teams with data extraction, report building, and insights.
- Training & Knowledge Sharing: Provide technical guidance and training to agents, team leads, and other admins; Maintain up-to-date platform documentation, including SOPs, configuration guides, and runbooks.
YOU MUST HAVE:
- 3+ years of experience in administering a cloud-based contact center solution (Content Guru, Genesys, NICE, CXone, Five9, etc.) with a sound understanding of call routing, IVR design, queues, ACD, and telephony protocols
- Proven experience translating business needs into platform configurations
- Proficiency with at least one enterprise software platform and/or tool/service (Microsoft Office, Salesforce, etc.)
WE VALUE:
- Direct experience with Content Guru storm®
- Scripting or automation experience (e.g., JavaScript, REST APIs, or integration with CRMs like Salesforce).
- Knowledge of omnichannel platforms (chat, email, social media).
- Strong analytical and troubleshooting skills
- Excellent written and verbal communication skills
WHAT'S IN IT FOR YOU:
- The opportunity to own and shape the Resideo Customer Experience at scale!
- Innovation: Bring your creative ideas to the table and be part of a company that values out-of-the-box thinking
- Growth: Join a dynamic team with ample opportunities for professional and personal development
- Resideo provides employees with a comprehensive benefits package, including life and health insurance, life assistance program, accidental death and dismemberment insurance, disability insurance, retirement plans, vacation & holidays
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Company
Resideo is a $6.76 billion global manufacturer, developer, and distributor of technology-driven sensing and control solutions that help homeowners and businesses stay connected and in control of their comfort, security, energy use, and smart living. We focus on the professional channel, serving over 100,000 contractors, installers, dealers, and integrators across the HVAC, security, fire, electrical, and home comfort markets. Our products are found in more than 150 million residential and commercial spaces worldwide, with tens of millions of new devices sold annually. Trusted brands like Honeywell Home, First Alert, and Resideo power connected living for over 12.8 million customers through our Products & Solutions segment. Our ADI | Snap One segment spans 200+ stocking locations in 17 countries, offering a catalog of over 500,000 products from more than 1,000 manufacturers. With a global team of more than 14,000 employees, we offer the opportunity to make a real impact in a fast-growing, purpose-driven industry. Learn more at www.resideo.com.
At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster, "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision. Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice. If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.
