Contact Center Administrator

Contact Center Administrator

Location: US, NC

Department: Administrative/Clerical

Job Description:

 

Aeroflow Health is made up of creative and talented associates who are transforming the home medical equipment industry. Our patient-centric business model is founded on innovation through technology and cutting-edge delivery platforms. We have grown to be a leader in the home medical equipment segment of the healthcare industry, are among the fastest-growing healthcare companies in the country and recognized on Inc. 5000’s list of fastest-growing companies in the U.S.

As Aeroflow has grown, our needs to curate an amazing employee environment and experience have grown as well. We’re working hard to ensure that Aeroflow remains a premier employer in Western North Carolina by making constant improvements to our office spaces, thus better the everyday lives of the employees that work so hard to service our patients.

The Opportunity

We are seeking a Contact Center Administrator to support and evolve our contact center platforms, processes, and integrations. This role sits at the intersection of business operations, contact center technology, and delivery execution.

This position is ideal for someone who enjoys problem-solving, coordinating across teams, and translating business needs into technical solutions. While this role involves building and enhancing call flows, chat flows, and routing logic within our CCaaS platform, we value problem-solving ability, process logic, and adaptability over deep telecommunications expertise. 

Our team is currently mid-transition from Five9 to Zoom Contact Center, which will be followed by additional projects focused on optimization, automation, and continuous improvement.

This role will work closely with:

• Contact Center Operations & Leadership
• IT & Development partners
• Business stakeholders across multiple departments

Key Responsibilities

As a Contact Center Administrator, you will:

• Design, develop, and maintain custom call flows, chat flows, and email distribution workflows within our CCaSS
• Coordinate and lead contact center technology initiatives
• Partner with stakeholders to define requirements, prioritize work, and manage delivery timelines
• Balance short-term operational needs with longer-term platform improvements
• Build and configure Zoom Virtual Assistant solutions that improve customer self-service and routing efficiency
• Act as a bridge between business users and technical teams, translating:
  • Business workflows into system requirements
  • Technical constraints into clear, business language

• Gather, document, and refine functional requirements for contact center initiatives

• Support testing, validation, and rollout of new features, workflows, or configurations
• Support contact center system administration related to:
  • Call routing and queues
  • User setup and permissions
  • Basic workflows and configurations

• Collaborate with technical partners on integrations, enhancements, and troubleshooting

• Learn and grow technical capabilities alongside the team as the Zoom platform is implemented
• Stay current with CCaSS platform updates and new features to identify opportunities for enhancement
• Other job duties assigned

Skills for Success

• Understanding of and ability to design, configure, and optimize call flows, chat flows, and email distribution workflows in a CCaaS platforms such as Five9, RingCentral or Zoom
• Experience building IVR (Interactive Voice Response) and/or IVA (Intelligent Virtual Assistant) solutions that enhance customer self-service and routing efficiency.
• Ability to partner with technical and non-technical teams, translating business requirements into scalable contact center solutions.
• Experience mapping contact center processes and designing efficient workflows that balance customer experience with operational efficiency.
• Strength in diagnosing complex technical issues, implementing solutions, and deploying platform changes with minimal disruption to operations.
• Proven ability to analyze call flow performance, identify optimization opportunities, and implement data-driven improvements.
• Excellent technical documentation skills, creating clear guides for configurations, custom scripts, and integration processes.

Required Qualifications

• Comfortable troubleshooting issues and supporting end users. This may look like experience supporting internal business systems or IT environments, such as Desktop Support, Systems Administration, Application Support, or similar roles.
• Experience in contact center operations or contact center support systems, with exposure to platforms such as Five9, Zoom Phone, Zoom Contact Center, Genesys, NICE, Amazon Connect, or similar tools.
• Business systems ownership, product support, or technical operations, where you partnered with business users, IT, or development teams to gather requirements, support implementations, and improve workflows.
• Experience working cross-functionally, including conversations with Contact Center Operations, IT, Development teams, and business stakeholders
• A strong problem-solving and ownership mindset, demonstrated by proactively identifying audits, clean-ups, or improvements rather than waiting for direction
• Willingness and ability to learn new platforms and tools, particularly low-code or configuration-driven environments such as Zoom Contact Center
• Ability to balance platform administration with project-based work (migrations, audits, optimizations, new call flows)
• Strong communication and documentation skills, with the ability to translate between business needs and technical constraints.

Nice to Have

• Strong familiarity with internal Aeroflow systems, tools, or workflows, paired with a demonstrated interest and curiosity in technology, including how systems work, how they connect, and how they can be improved. This could include internal IT systems, business applications, or operational tools used across the organization.
• Experience working in Agile or project-based environments
• Familiarity with CRM or ticketing systems that integrate with contact center tools
• Prior experience as a super-user, administrator, or power user for business systems

Who This Role Is For

This role is ideal for someone who:

• Thinks in systems and processes, not just tasks
• Enjoys solving problems and figuring out how things work behind the scenes
• Can take vague or high-level input and turn it into structured workflows
• Understands contact center back-end (design, routing, logic)
• Is naturally curious and able to troubleshoot step-by-step

You do not need deep telecommunications experience to be successful in this role. Candidates with some telecom experience and a strong problem-solving ability and process-oriented thinking who can learn quickly will thrive here.

What Aeroflow Offers

Competitive Pay, Health Plans with FSA or HSA options, Dental, and Vision Insurance, Optional Life Insurance, 401K with Company Match, 12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s), Additional Parental benefits to include fertility stipends, free diapers, breast pump, Paid Holidays, PTO Accrual from day one, Employee Assistance Programs 

Here at Aeroflow, we are proud of our commitment to all of our employees. Aeroflow Health has been recognized both locally and nationally for the following achievements:

• Family Forward Certified
• Great Place to Work Certified
• Inc. 5000 Best Place to Work award winner
• HME Excellence Award
• Sky High Growth Award

If you’ve been looking for an opportunity that will allow you to make an impact, and an organization with unlimited growth potential, we want to hear from you!

Aeroflow Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

 

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.