IT Sales Support Specialist / Zoom Contact Center - W2 position
Title : IT Sales Support Specialist / Zoom Contact Center Remote – but will require some travel to Dallas-Fort Worth & Austin, TX; Chicago, Illinois; Phoenix, Arizona Timings: 8-5pm MTN time zone Contract : 3+ months (Possible of extension) Job Summary: In this position, you will be a trusted technical advisor to client's Inside Sales team to support the continuous rollout of its Zoom Contact Center and newly piloted AI-driven Sales Order Management tool. This IT administrative role offers the chance to provide technical troubleshooting and functional assistance to users, focusing on resolving issues, and driving adoption. The resource will provide IT application and user support services for client’s Metro Desk Zoom Contact Center platform and the Revalgo Sales Order Management (SOM) AI tool during pilot and rollout phases.
- Provide operational and technical support for the Zoom Contact Center environment supporting approximately 12 active branches, including configuration, user support, and issue resolution.
- Support pilot users of the Revalgo SOM AI tool, including access, training, functional assistance, and troubleshooting.
- Onboard users by provisioning access, validating permissions, and ensuring readiness for go-live at their branch.
- Deliver end-user training (virtual and/or onsite, if onshore support is approved) to drive adoption and effective system use
- Serve as first-level support for incidents and service requests; document, track, and resolve issues using established ticketing tools.
- Collect and document user and customer feedback; support defect tracking and enhancement requests
- Support User Acceptance Testing (UAT) by assisting with test execution, validation of fixes, and readiness for rollout.
- Analyze support and usage data to produce KPI metrics and visual trend reporting related to user adoption and system performance.
Experience Required: Zoom Contact Center or any other related Contact Centers Sales and order management including quoting AI-driven solutions behind critical customer interactions User access provisioning and training for system onboarding Help Desk / Ticket Support - Customer Centric Feedback Model Create Reports from Data Create Visuals and Trends for Metrics and KPIs Secondary Experience: Oracle SQL REST APIs Integrated w/ Third Party SaaS Tool Technology Stack: Zoom Contact Center Revalgo AI Quoting Tool Oracle ERP REST APIs w/ Gateway Databricks Sharepoint Jira Excel PowerBI Active Directory MFA / SSO Please share resumes at [email protected] or you can give me a call at 703 381 2924