Contact Center Operations Specialist

Position Purpose:The Contact Center Operations Specialist plays a key operational role within Communication Services by administering, maintaining, and optimizing customer support systems that enable effective customer engagement. This position partners with several departments to configure and manage Zoom Contact Center in multiple ways, including, but not limited to: roles, queues, permissions, skills, and a strong emphasis on Zoom Web Chat and digital engagement channels.The individual in this role demonstrates strong technical aptitude, attention to detail, and a service-oriented mindset, contributing to consistent, reliable customer experiences and operational excellence across multiple channels and geographical locations.Essential Duties:Configure, administer, and maintain Zoom Contact Center through platform functionality with a strong connection to the IT Department.Design, build, document, and update web chat workflows, call flows, IVRs, routing logic, queues, schedules, and overflow configurations.Work with content teams across verticals to ensure content quality and intent.Be part of projects and our growth as we expand to support World Outreach (global) phone center operations.Monitor system usage, performance metrics, and capacity to ensure reliability, efficiency, and alignment with service goals.Troubleshoot platform issues, escalate incidents as needed, and coordinate resolution with vendors and internal IT teams.Maintain system documentation, workflows, configuration standards, and SOPs.Assist with testing, validation, and deployment of system changes, enhancements, and new features.Configure and maintain systems in accordance with policy, data governance, and compliance standards related to customer communications.Provide operational support and guidance to Communication Services regarding system capabilities and best practices.Perform additional customer support operations duties as assigned to support department and ministry-wide objectives.Other duties as assigned.Knowledge, Skills, and Abilities:Strong understanding of contact center operations, including call routing, queuing, SLAs, and multichannel support.Experience designing or working with “conversation flows” related to how humans interact with Technology in voice or text-driven systems.Technical proficiency with Zoom Contact Center or similar contact center platforms (voice and digital).Excellent problem-solving and analytical skills with the ability to diagnose and resolve system and workflow issues.High attention to detail with strong organizational and documentation skills.Ability to manage multiple priorities while maintaining stability in production environments.Effective written and verbal communication skills, with the ability to collaborate across technical and non-technical teams.Professional, service-oriented mindset with a commitment to operational excellence and customer experience.Ability to learn new systems, tools, and technologies quickly and independently.Proficiency in Microsoft Office (Word, Excel, PowerPoint, Teams, SharePoint).Requirements:Must have a personal relationship with Jesus Christ.Must sign the Statement of Faith.A high school diploma or equivalent education is required.Bachelor’s degree in information systems, business, communications, or a related field is preferred.A Charis Bible College graduate is preferred.Must pass all required checks.Experience:A minimum of 2–3 years of experience in customer support operations, contact center administration, or a technical support role is required.Experience administering Zoom Contact Center or comparable platforms is strongly preferred.Experience supporting telephony systems, call routing, and digital support channels is highly valued.Compensation is commensurate with experience.We offer a comprehensive benefits package for full-time employees to include the following: Medical, Dental, Vision, Paid Time Off (PTO), Paid Holidays per year (10), Flexible Spending Account (FSA)-Medical/Dependent Care, Health Savings Account (HSA), Voluntary Life and AD&D, Short Term Disability, Long Term Disability, 403(b) Retirement Plan, Life Assistance Program, Accident/Hospital, ID Shield/Legal Shield and TelehealthAbout Us: Andrew Wommack Ministries (AWM) is a teaching ministry of unconditional love and the balance between grace and faith. For over forty years, Andrew and Jamie have been teaching the truth of the Gospel to the body of Christ by teaching at seminars, in churches, on radio and television, by training others at Charis Bible College, and by developing ministry materials designed to help you in your relationship with the Lord. We are a family here at AWM, we like to have fun, and we love Jesus. You will find that our culture reflects just that. Our core values demonstrate that we serve God’s people with Excellence, Faithfulness, and Integrity.Are you interested in helping Andrew fulfill his vision to reach as far and as deep with the Gospel as possible?If so, we are looking for someone faithful, available, willing to learn; and passionate about taking the Gospel Truth to the world.Application Tips:Use a computer, not a hand-held device to applyUse Chrome as your browserAlways Sign Into the portal or create an account first before trying to fill out an applicationUse the NEXT and PREVIOUS buttons on the bottom of the application to navigate instead of the back button on your browser.Select an option for each drop-down questionIf you SAVE and want to come back later, use the NEXT and PREVIOUS buttons on the bottom of the page to navigate instead of the tabs on top. #J-18808-Ljbffr Andrew-Wommack-Ministries