Experience & Qualifications Education High School Diploma (or G.E.D.) Bachelor's Degree (or equivalent experience) Experience Minimum 3 years Experience working in a Contact Center environment; Experience working with a ticketing system Licenses and Certifications CAPM (Required ) PMP - Project Management Professional (Preferred) Software/Technical Skills MS Office (Word, Excel, PowerPoint, Outlook, and Teams) Project Management Principles Knowledge of CRM or Telephony systems (such as Salesforce, Oracle Service Cloud or other) Other Skills/Knowledge/Abilities Strong written/verbal communication and presentation skills Ability to complete special projects as assigned and directed by management with little to no guidance, as defined by business needs Ability to work in a fast-paced environment and meet deadlines Innovative thinker and problem-solver Additional Details for This Role This role will be a hybrid role. Provide first-line troubleshooting for common issues such as password resets, access, system integrations, and application errors Perform system administration tasks such as user account management, permissions in CS Contact Center systems (CRM, Telephony, and LMS) Escalate unresolved integration or web issues to IT or system vendors for resolution Create and maintain Procedures for CS Contact Center systems (CRM, Telephony, and LMS) Conduct routine reporting of tickets for trends, groups, and SLAs Perform root cause analysis for recurring problems and recommend long-term solutions Participate in system upgrades, migrations, and technology rollouts Project Management Manage planning, execution, and tracking of CS‑related projects (system upgrades, process improvements, product launches, and new tool rollouts) Create and maintain Project Management template, SOPs, and instructional guides Develop project documentation, timelines, and status reports.