Specialized Recruiting Group - ExpressPros is hiring: Communication Systems Coor

We are seeking a Communication Systems Coordinator to join our team! You will support and elevate systems that are used to drive outbound call center operations. Responsible for CRM management, call list creation, Automated Call Distribution &/or dialer configuration, and overall system administration. Work closely with the contact center, IT, and engagement teams to ensure systems are customized to the department needs and to our business goals.

Responsibilities:​​​​​​

• Provide ongoing administration and support for CRM and Automated Call Distribution, dialer systems, ensuring systems are elevated for outbound operations.
• Oversee system configurations, settings, call list generation and dialer rules.
• Administer user access, troubleshoot system issues, and work with internal IT teams to resolve technical demands.
•  Handle service tickets related to CRM, Automated Call Distribution, and dialer functionality, maintain an approach to issue resolutions.
• Lead the coordination of system upgrades, new implementations, and technical improvements across CRM and Automated Call Distribution, and dialer platforms.
• Manage project timelines, resource allocation, and milestone tracking, keep management informed on progress.
• Ensure that all updates and implementations are aligned with departmental needs.
• Act as the primary systems liaison between the contact center, IT and engagement teams.
• Partner with each department to understand specific requirements for CRM, call lists, and dialer configurations, implementing solutions to enhance performance.
• Provide training and documentation on system features and usage for users in all departments.
• Maintain relationships with system vendors for CRM and Automated Call Distribution, dialer platforms, coordinating service agreements and addressing support issues.
• Act as the internal point of contact for vendor communications, ensure exceptional system performance and support.
• Gather feedback from departments to implement system improvements and call center productivity.
• Document all configurations, processes, and troubleshooting steps for CRM and Automated Call Distribution, and dialer systems.
• Initiate review sessions to ensure systems are meeting the needs of outbound calling.
• Assist with projects as directed by management.

Qualifications:

•  Bachelor’s degree in information technology, Communications, or a related field, or equivalent experience.
• 2+ years of experience in CRM, Automated Call Distribution, &/or dialer administration, technical support, and system management. Outbound call center environment a plus.
• Experience with call list management and creation, including proficiency in CRM for outbound calling.
• Strong problem-solving and critical thinking skills. Ability to diagnose issues and execute solutions independently.
• Excellent communication skills, both verbally and written. Ability to collaborate with all departments and convey technical information clearly and precise.