[Remote] Sr. System Administrator, Contact Center Applications

Note: The job is a remote job and is open to candidates in USA. CCC Intelligent Solutions Inc. is a leading cloud platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for various stakeholders. The Sr. System Administrator, Contact Center Applications is responsible for administering and optimizing enterprise contact center platforms, ensuring high availability and efficient issue resolution.

Responsibilities

• Administer and support Amazon Connect and Salesforce Service Cloud for a 500+ user environment
• Manage user provisioning, de‑provisioning, profiles, roles, permissions, and access controls
• Build and maintain basic Amazon Connect contact flows, queues, routing profiles, and prompts
• Configure and maintain Salesforce Service Cloud user profiles and system settings
• Troubleshoot and resolve end‑user issues across Amazon Connect and Salesforce Service Cloud
• Diagnose call routing, login, access, reporting, and system performance issues
• Investigate and resolve reporting discrepancies across both platforms
• Partner with vendors and internal technical teams to resolve escalations as needed
• Ensure timely ticket resolution in accordance with SLAs and operational priorities
• Provide proactive communication and status updates to internal stakeholders during incidents or outages
• Identify recurring issues and recommend improvements to reduce support volume and user impact
• Document configurations, processes, and known issues
• Support platform enhancements, releases, and configuration changes
• Serve as a trusted technical advisor to contact center leaders and operational teams

Skills

• 5+ years of experience supporting contact center or CRM platforms in an enterprise environment
• Hands‑on experience administering Amazon Connect and Salesforce Service Cloud required
• Strong knowledge of Amazon Connect fundamentals, including Contact flows, Queues, routing profiles, user management and basic integrations
• Strong knowledge of Salesforce Service Cloud administration, including User profiles, roles, permissions, Case management and reporting
• Experience troubleshooting reporting and data visibility issues
• Familiarity with ticketing systems and IT service management practices
• Prior experience with NICE CXone administration preferred
• Proven experience supporting large user populations. (300+ users preferred)

Benefits

• 401K Match
• Paid time off
• Annual Incentive Plan Performance Bonus
• Comprehensive health insurance
• Adoption Assistance
• Tuition Reimbursement
• Wellness Programs
• Stock Purchase Plan options
• Employee Resource Groups

Company Overview

Company H1B Sponsorship