Aeroflow Health · 10 hours ago
Senior Contact Center Administrator
Asheville, North Carolina, United States
Full-time
Onsite
Senior LevelAeroflow Health is a rapidly growing healthcare company focused on transforming the home medical equipment industry through innovative technology. The Senior Contact Center Administrator will support and evolve contact center platforms and processes, with a key initiative being the migration from Five9 to Zoom Contact Center, while collaborating with various stakeholders to ensure operational efficiency and system improvements.
Health CareMedical Device
Responsibilities
Serve as the primary support for contact center systems, tools, and processes
Lead and coordinate contact center technology initiatives, including the Five9 → Zoom Contact Center migration
Partner with stakeholders to define requirements, prioritize work, and manage delivery timelines
Balance short-term operational needs with longer-term platform improvements
Act as a bridge between business users and technical teams, translating:
Business workflows into system requirements
Technical constraints into clear, business language
Gather, document, and refine functional requirements for contact center initiatives
Support testing, validation, and rollout of new features, workflows, or configurations
Support contact center system administration related to:
Call routing and queues
User setup and permissions
Basic workflows and configurations
Assist with configuration and maintenance of voice, chat, email, and other contact center channels
Collaborate with technical partners on integrations, enhancements, and troubleshooting
Work at a functional level with JavaScript, scripting, or low-code tools to support workflows, automations, or configurations
Learn and grow technical capabilities alongside the team as the Zoom platform is implemented
Identify opportunities to improve efficiency, automation, reporting, and system health
Communicate clearly with cross-functional partners on status, risks, and dependencies
Create and maintain documentation for processes, workflows, and system changes
Support change management and user adoption through training materials and communication
Other duties as assigned
Qualification
Required
Strong familiarity with internal Aeroflow systems, tools, or workflows, paired with a demonstrated interest and curiosity in technology, including how systems work, how they connect, and how they can be improved. This could include internal IT systems, business applications, or operational tools used across the organization
Supporting internal business systems or IT environments, such as Desktop Support, Systems Administration, Application Support, or similar roles, with comfort troubleshooting issues and supporting end users
Contact center operations or contact center support systems, with exposure to platforms such as Five9, Zoom Phone, Zoom Contact Center, Genesys, NICE, Amazon Connect, or similar tools
Business systems ownership, product support, or technical operations, where you partnered with business users, IT, or development teams to gather requirements, support implementations, and improve workflows
Preferred
Comfort with modern telephony and VoIP concepts, including call flows, queues, routing, extensions, and how contact center platforms integrate into broader IT ecosystems
Experience working cross-functionally, including conversations with Contact Center Operations, IT, Development teams, and business stakeholders
A strong problem-solving and ownership mindset, demonstrated by proactively identifying audits, clean-ups, or improvements rather than waiting for direction
Willingness and ability to learn new platforms and tools, particularly low-code or configuration-driven environments such as Zoom Contact Center
Ability to balance platform administration with project-based work (migrations, audits, optimizations, new call flows)
Strong communication and documentation skills, with the ability to translate between business needs and technical constraints
Experience supporting a contact center platform migration or implementation
Exposure to JavaScript, scripting, or low-code automation tools
Experience working in Agile or project-based environments
Familiarity with CRM or ticketing systems that integrate with contact center tools
Prior experience as a super-user, administrator, or power user for business systems
Benefits
Competitive Pay
Health Plans with FSA or HSA options
Dental, and Vision Insurance
Optional Life Insurance
401K with Company Match
12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s)
Additional Parental benefits to include fertility stipends, free diapers, breast pump
Paid Holidays
PTO Accrual from day one
Employee Assistance Programs
Company
Aeroflow Health
Aeroflow Health is recognized as a premier provider of durable medical equipment (DME). It is a sub-organization of Aeroflow Breastpumps.
Founded in 2001
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
J
Josh Hill
EVP
Recent News
Company data provided by crunchbase