Position Purpose

The Platform Manager within our Solutions division contact center is responsible for managing and optimizing the platforms used by our internal teams to service our customers. This role involves ensuring the technology meets the needs of our operations, supporting the team in achieving performance goals, and driving continuous improvement initiatives. The ideal candidate will have a strong background in contact center technologies, excellent problem-solving skills, and experience in platform consolidation and optimization

Responsibilities

• Platform Management: Oversee the day-to-day management and optimization of contact center platforms to ensure smooth operations and high performance (e.g., CRM systems, call routing software, chat solutions).
• Performance Monitoring: Analyze platform performance metrics and user feedback to identify areas for improvement and implement solutions that enhance operational efficiency.
• Cross-Functional Collaboration: Work closely with IT, operations, and customer service teams to ensure seamless integration and alignment of technology with business objectives.
• Platform Vendor Management: Manage relationships with platform vendors, service level agreements, and performance reviews.
• Technology Integration: Lead the integration and consolidation of new technologies to improve platform efficiency and reduce complexity across internal teams.
• Performance Monitoring: Establish and monitor key performance indicators (KPIs) to track platform performance, identifying opportunities for improvement.
• Problem Solving & Troubleshooting: Address and resolve technical issues within the contact center platforms, collaborating with relevant teams for timely solutions.
• Stakeholder Communication: Regularly update stakeholders on platform performance, optimization initiatives, and any potential challenges or system enhancements.
• Training and Support: Provide ongoing training and support to internal teams, ensuring they are equipped to effectively use platform features and troubleshoot common issues.
• Compliance & Security: Ensure that the contact center platforms comply with security standards and regulatory requirements, safeguarding sensitive customer data.
• Continuous Improvement: Drive initiatives for platform innovation, utilizing feedback from users and performance data to inform ongoing platform enhancements.
• Documentation & Reporting: Develop and maintain documentation related to platform configurations, processes, and troubleshooting guides for internal teams.
• Promote Company Policies: Ensure adherence to company policies and industry standards, acting with integrity and supporting privacy and security initiatives.
• Team Support: Participate in cross-departmental projects and initiatives as needed, contributing expertise on platform management and optimization efforts.
• Promotes Aspira policies and procedures, the quality of its products and reputation, and consistently supports compliance and all applicable initiatives by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity.
• Supports the team and department by participating in relevant projects and priorities and competes with other duties as assigned.

Desired Qualifications

• Strong technical knowledge of contact center technologies, including VoIP, CRM integrations, workforce management systems, and call routing systems.
• Proven track record in optimizing complex, multi-faceted platforms to enhance performance and improve user experience.
• Exceptional problem-solving abilities, with experience troubleshooting technical issues and implementing innovative solutions.
• Excellent communication and stakeholder management skills, with the ability to clearly convey technical information to non-technical teams and leadership.

Desired Education and Experience

• Bachelor’s degree in Information Technology, Business Administration, or other related discipline.
• 5+ years of experience in platform management or a related role in a customer contact center environment.
• 3+ years of experience with platform consolidation, optimization, and performance management in a contact center environment.
• Proven experience with technologies like VoIP, ACD (Automatic Call Distribution), IVR (Interactive Voice Response), WFM (Workforce Management), and CRM systems.
• Experience with Amazon Connect and Jira Service Manager strongly preferred.
• Demonstrated success in improving platform performance and operational efficiency, with a track record of measurable impact (e.g., reduced downtime, improved call resolution rates).
• Experience leading cross-functional teams, including
• IT, customer service, and operations, to implement and optimize platform solutions.

Desired Hardware and Software Competency

• Proficiency with contact center technologies such as VoIP systems, ACD (Automatic Call Distribution), IVR (Interactive Voice Response), and WFM (Workforce Management) platforms.
• Experience with CRM platforms like Salesforce, Zendesk, or HubSpot, and their integration with contact center systems.
• Familiarity with cloud-based platforms like AWS, Google Cloud, or Microsoft Azure for hosting and managing contact center applications.
• Experience with reporting and analytics tools such as Tableau, Power BI, or custom dashboards for monitoring and improving platform performance.
• Proficiency with workflow automation tools like Zapier, Microsoft Power Automate, or custom scripting solutions for streamlining processes within contact center operations.
• Knowledge of security and compliance standards in contact centers, including PCI-DSS, HIPAA, and GDPR, and experience implementing these in platform solutions

General Physical Demands

The physical demands described here are representative of those that must be met satisfactorily to successfully perform the essential functions of this job. If requested, reasonable accommodation will be made to enable incumbents with disabilities to perform the essential function absent undue hardship, as this position requires:

• Stationary work, frequent moving to access resources and complete tasks, and positioning self to move in a manner that can be described as bending, stooping, kneeling, reaching, the occasional ascension/descension of a ladder, and/or climbing, with general coordination and balance necessary for safety of movement, manual dexterity to operate office equipment such as phones, computers, copiers, and faxes, as well as the ability to move, transport, position, push /pull materials and objects weighing up to 25 pounds.
• Daily determination, at a level suitable for safety and awareness within a warehouse environment, obtained through an ability to visually detect, perceive, identify, recognize, and inspect, at a far and close range, with the ability to differentiate colors, is required in tandem with the ability to verbally communicate, converse, discern, convey, and exchange information.
• Frequent operation of a computer and other office productivity machinery, such as a calculator, printer, etc.,
• Scheduled hours, such as weekend, evening, or holiday shifts may occur as required by the business.