New

Contact Center as a Service Administrator CCaaS

Extended Stay America

United States, North Carolina, Charlotte

Sep 06, 2025

POSITION PURPOSE AND SUMMARY

The CCaaS (Contact Center as a Service) Administrator is responsible for the configuration, administration, and optimization of Extended Stay America's cloud-based contact center platform. This role ensures seamless guest interactions by maintaining efficient system performance, integrating with key business applications, and enabling contact center agents to deliver consistent and high-quality service. The position serves as the subject matter expert for CCaaS technology, bridging operational needs with technical solutions, while working remotely with limited corporate office visits.

MAJOR / KEY JOB DUTIES

System Administration & Optimization

Configures and maintains the CCaaS platform, including IVR, ACD call routing, and agent profiles.
Integrates CCaaS with CRM, PMS, workforce management, and ticketing tools.
Monitors performance, call quality, and uptime, proactively resolving issues.
Partners with vendors and IT to implement system updates, enhancements, and security patches.

User Support & Training

Provides technical support to BPOs and internal stakeholders.
Maintains detailed documentation for system workflows, configurations, and troubleshooting.
Manages a knowledge base to ensure agents and Intelligent Virtual Assistant (IVA) tools provide consistent and accurate information.

Data & Reporting

Generates and analyzes call center reports, KPIs, and trend insights.
Ensures compliance with call recording, retention, and reporting standards.
Uses analytics to reduce handling times, optimize workflows, and improve guest satisfaction.

Project Management & Strategy

Leads CCaaS-related projects such as migrations, new feature rollouts, and automation.
Collaborates with cross-functional teams (IT, operations, marketing) on omnichannel strategies (voice, chat, email, SMS).
Leverages data to drive continuous improvement and elevates guest and agent experiences.

OTHER DUTIES

Supports incident management, root cause analysis, and resolution for contact center disruptions.
Participates in disaster recovery and business continuity planning.
Stays current with industry trends, new CCaaS features, and emerging technologies.
Provides input into long-term technology strategy for contact center operations.
Performs other duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

Strong technical expertise with CCaaS platforms (Genesys Cloud, NICE CXone, Five9, Talkdesk, Amazon Connect, etc.).
Deep understanding of IVR/ACD routing, workforce management, and omnichannel communication.
Ability to design and maintain integrations with CRM, PMS, and customer engagement tools.
Proficiency with reporting/analytics platforms to monitor KPIs and drive improvements.
Basic scripting or API knowledge for automation/integration.
Excellent communication skills to support end users, cross-functional teams, and leadership.
Strong troubleshooting, problem-solving, and documentation abilities.
Self-starter with the ability to work independently in a remote environment.

ENVIRONMENTAL JOB REQUIREMENTS

Primarily remote/work-from-home role.
Requires reliable internet and professional remote office setup.
Periodic travel (a few times per year) to the corporate office for projects, training, or team collaboration.
Occasional extended hours during system implementations, upgrades, or incident resolution.

MINIMUM QUALIFICATIONS

3+ years of hands-on CCaaS administration experience.
Experience with IVR design, ACD routing, and workforce management tools.
Proven experience integrating CCaaS platforms with CRM, PMS, or ticketing systems (Salesforce, Medallia, Zendesk, etc.).
Proficiency in reporting and analytics tools for call center performance.
Strong troubleshooting and technical support skills.
Excellent written and verbal communication abilities.
Ability to work independently and collaboratively across distributed teams.

PREFERRED QUALIFICATIONS

Experience in the hospitality industry or multi-location organizations.
Certifications in one or more CCaaS platforms or cloud telephony solutions.
Familiarity with AI-driven solutions such as speech analytics, chatbots, or IVA.
Knowledge of contact center compliance standards (PCI-DSS, GDPR, TCPA).

ESA Management, LLC is an Equal Opportunity Employer. It is the policy of ESA Management, LLC to treat applicants and associates in all aspects of the employment relationship without regard to race, color, religion, creed, sex, pregnancy, age (as defined under applicable law), national origin or ancestry, disability status, veteran status, genetic information or any other characteristic protected by federal, state or local laws.