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HonorHealth · 4 hours ago

Virtual Contact Center Administrator

Arizona, United States

Full-time

Hybrid

Entry, Mid Level

$90K/yr - $115K/yr

2+ years exp

HonorHealth is seeking a Virtual Contact Center Administrator to configure, manage, and maintain their VCC platform. The role involves overseeing call flows, user administration, integrations, and reporting, while troubleshooting issues and collaborating with internal teams and Five9 support.

Health Care

H1B Sponsor Likely

Hiring Manager

Lyndsey Smith

Responsibilities

Manage and maintain VCC platforms, including IVR, ACD, campaigns, queues, skill groups, and call routing strategies

Create and manage user accounts, profiles, roles, and security permissions

Configure dialer settings, predictive dialing modes, and compliance rules (e.g., TCPA, Do Not Call lists)

Design and implement call flows, IVR scripts, and routing logic based on business needs

Optimize campaign strategies to improve KPIs such as service level, abandonment rate, and agent productivity

Integrate VCC with CRM systems (e.g., Salesforce, Zendesk, ServiceNow) and other third-party applications

Monitor system health, agent performance, and call traffic in real-time

Troubleshoot technical issues and coordinate with VCC Support when necessary

Provide Tier 2/3 support to contact center operations teams

Build, customize, and maintain VCC reports and dashboards

Analyze call center performance data and provide actionable insights

Ensure compliance with SLAs and internal reporting standards

Develop and maintain system documentation, user guides, and knowledge base articles

Train supervisors and end-users on VCC features, reporting tools, and workflows

Performs other duties as assigned

Qualification

VCC platform managementACD knowledgeIVR configurationCRM integrationSQL knowledgeScripting VBScripting JavaScriptWorkforce management toolsFive9 experienceProblem-solving skillsCommunication skillsCollaboration abilities

Required

High School Diploma

2 years experience as a VCC Administrator, Contact Center Administrator, or similar role

Excellent problem-solving and troubleshooting skills

Strong communication and collaboration abilities

Preferred

Associates Relevant Discipline

Strong knowledge of ACD, IVR, Dialer, CTI, and reporting modules. Experience with CRM integrations and APIs

Knowledge of SQL, scripting (VB, JavaScript, or similar), or API integration

Experience with workforce management (WFM) tools and omnichannel routing

Project management or business analyst experience in a contact center environment

Five9 Contact Center experience

Virtual Contact Center (VCC) Administrator or related certification

Company

HonorHealth

Glassdoor3.9

HonorHealth represent integrity & honesty and honor your right to personalized, easy-to-navigate healthcare.

Founded in 1962

Scottsdale, Arizona, USA

10001+ employees

https://www.honorhealth.com

H1B Sponsorship

HonorHealth has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (8)

2023 (1)

2022 (1)