{"id":1401546,"url":"https://alion.io/job/amplity-contact-center-platform-specialist-us-remote","title":"Contact Center Platform Specialist - US Remote","company":{"id":3789224,"name":"Amplity","domain":"amplity.com","url":"https://alion.io/company/amplity","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":84000,"max":88000,"currency":"USD","period":"year","gross":null,"usd_annual":88000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure DevOps","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Power BI","optional":false},{"name":"Salesforce","optional":false},{"name":"SharePoint","optional":false},{"name":"Azure","optional":true},{"name":"Configuration Management","optional":true}],"status":"live","first_seen_at":"2026-09-04T00:00:00Z","employer_posted_date":"2026-09-04","last_verified_at":"2026-11-03T04:02:50Z","board_verified":true,"closed_at":null,"days_open":60,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":60},"description":"Join Amplity, the full-service go-to partner of biopharma companies that delivers flexible + specialized medical + commercial services. No matter where a drug is in its lifecycle, we scale with ease to maximize resources + improve impact for all our clients. Through strategic partnerships + deep therapeutic expertise, Amplity transforms how breakthrough treatments reach the people who need them.\nContact Center Platform Specialist - U.S. Remote\nWe have a current opportunity for a Contact Center Platform Specialist. This role is responsible for administering, configuring, supporting, and optimizing Amplity's enterprise contact center platforms. This role supports client inbound, outbound, and digital interactions across Commercial, Medical, and Clinical service offerings, with a focus on platform stability, user support, client implementations, issue resolution, and continuous improvement.\nThis is a full-time salaried position offering a comprehensive benefits package including medical, dental, vision, paid time off (PTO), company holidays, 401(k), and additional employee benefits.\nThis position partners closely with Operations, Client Systems, IT, vendors, and client-facing teams to configure client-specific solutions, support go-lives, troubleshoot production issues, and maintain clear documentation and training materials.\nEssential Duties and Responsibilities\nPlatform Administration and Configuration\nAdminister and configure enterprise contact center and CCaaS platforms supporting client inbound, outbound, and digital interactions.\nManage users, roles, permissions, teams, skills, queues, routing rules, dispositions, campaigns, and other platform configurations.\nSupport IVR, call flows, agent workflows, telephony, digital channels, quality management, workforce capabilities, and related platform functionality.\nMaintain platform documentation, SOPs, configuration guides, knowledge articles, and support materials.\nPlatform Support and Operations\nProvide day-to-day platform administration, production support, issue resolution, and user assistance.\nTroubleshoot platform issues related to access, routing, call flows, recordings, integrations, reporting, quality management, and agent experience.\nMonitor platform health, manage incidents and service requests, and coordinate vendor escalation through resolution.\nClient Implementations\nParticipate in client discovery sessions, configuration workshops, solution design, and implementation planning.\nConfigure client-specific contact center solutions and support user provisioning, testing, deployment, go-live, and hypercare.\nPartner with Operations, Client Systems, IT, vendors, and client-facing teams throughout implementation and ongoing optimization.\nContact Center Operations Support\nSupport contact center workflows including inbound and outbound programs, queues, routing, campaigns, dispositions, call recording, quality support, coaching, and workforce capabilities.\nPartner with operational teams to identify and resolve platform issues that affect agent productivity, quality, service levels, and customer experience.\nReporting and Data Support\nSupport configuration and validation of operational reports and dashboards within contact center platforms.\nAssist with contact center KPI data requirements and coordinate with Reporting, Analytics, and Data Engineering teams on downstream data needs.\nRelease and Validation Management\nSupport vendor releases, platform upgrades, regression testing, user acceptance testing, defect resolution, and production deployments.\nDevelop test scripts, validation documentation, release readiness materials, and change records.\nContinuous Improvement and Innovation\nIdentify opportunities to improve platform usability, automate manual processes, and enhance operational efficiency.\nSupport evaluation and adoption of AI-enabled capabilities including agent assist, transcription, interaction analytics, automated quality management, intelligent routing, and workflow automation.\nMaintain an enhancement backlog and provide platform and process improvement recommendations.\nClient Enablement\nDevelop and deliver end-user and administrator training as needed.\nCreate and maintain user guides, SOPs, knowledge articles, and support documentation.\nSupport change management and communication activities.\nClient Omnichannel Integration\nWork with members of the Client Systems team to support an omnichannel client experience through direct integrations, API services, and data exchange with client data analytics or data lake environments.\nPrimary Platform Responsibilities\nNICE CXone / InContact\nFlatworld\nOther enterprise contact center / CCaaS platforms as introduced\nQuality Management / Coaching platforms\nWorkforce Management / Workforce Optimization capabilities\nDigital engagement and AI-enabled contact center solutions\nSupporting Platform Responsibilities\nMicrosoft Power BI\nMicrosoft Power Platform\nAzure DevOps\nMicrosoft Teams / SharePoint\nFreshservice service management platform\nCRM platforms, including Veeva and Salesforce where applicable\nReporting and analytics platforms\nIdentity and access management\nClient systems, data warehouses, portals, and other integrated applications\nEducation and Experience\nA minimum of 3 years of experience administering, configuring, or supporting enterprise contact center or CCaaS technologies; 4-6+ years of experience preferred.\nExperience supporting one or more enterprise platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, Talkdesk, Cisco Webex Contact Center, or similar solutions.\nExperience configuring users, security, skills, queues, routing, workflows, campaigns, and contact center operational settings.\nExperience troubleshooting production contact center platform issues and coordinating vendor support.\nExperience supporting contact center implementations, releases, testing, and production operations.\nExperience working with multiple client environments or managed services preferred.\nCRM/contact center integrations and APIs preferred.\nPharmaceutical, biotechnology, healthcare, or another regulated industry preferred.\nRelevant contact center or CCaaS platform certification preferred.\nNICE CXone certification or equivalent vendor certification is a plus.\nMicrosoft AI Fundamentals or similar AI certification is a plus.\nStrong working knowledge of contact center technology, CCaaS concepts, inbound and outbound operations, skills-based routing, queues, IVR, call flows, agent states, dispositions, and omnichannel engagement.\nResidence in the Central or Eastern U.S. time zone preferred.\nWe welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that Amplity Inc, is not able to provide visa sponsorship for this position.\nCore Competencies\nAdvanced problem-solving skills with the ability to troubleshoot technical and operational issues in a fast-paced environment.\nStrong customer service orientation and ability to support end users, internal teams, vendors, and client-facing stakeholders.\nExcellent attention to detail with strong documentation, testing, and configuration management discipline.\nAbility to collaborate across Operations, Client Systems, IT, Reporting, Analytics, Data Engineering, vendors, and client-facing teams.\nStrong communication, time management, and follow-through skills.\nContinuous improvement mindset with the ability to identify ways to improve usability, efficiency, quality, and client experience.\nThe expected pay range for this role is between $84,000-$88,000 annually. This may vary based upon education, experience, and certification.\nAbout Us\nAmplity powers biopharma innovation through expert-led teams that deliver. Whether you knew us in the 80’s as Physician Detailing Inc., or in the 00’s as part of Publicis Health, the companies that came together in 2019 to form Amplity have delivered contract medical, commercial + communications excellence for 40+ years.\nOur people-driven, tech-enabled DNA fuels everything we do. Our professionals understand the pharmaceutical industry from the inside out. With a deep grasp on product lifecycles, marketing hurdles, operational nuances + the complex needs of providers and patients, we help our clients launch products + operate smoothly with precision - across all business shapes, sizes + specialties.\nWe are on a mission to improve patient outcomes through executional excellence - enabling our partners in pharma to thrive in turn. At Amplity, we are allies in excellence. And we do it quicker, better, nicer than anyone else.\nOur Diversity Policy\nWe encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. 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