Call Center Systems Administrator (Specialist)
Vida Health
IT, Customer Service
United States
Posted on Jul 8, 2025
ABOUT US
At Vida, we help people get better- and we're helping the healthcare system get better, too.
Vida is a virtual, personalized obesity care provider that uses evidence-based treatment to help patients manage obesity and related conditions like diabetes, high blood pressure, anxiety and depression. Vida's team of Obesity Medicine-Certified Physicians, Registered Dietitians, Expert Coaches and Licensed Therapists takes a whole-person approach to care, helping people lose weight, reduce stress and improve their overall health.
By combining advanced technology with top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. It's trusted by Fortune 100 companies, major national payers and large providers to enable their employees to live their healthiest lives.
**Vida is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Vida is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Vida is registered.
Responsibilities:
- Manage and configure core call center systems (e.g., Genesys, Zendesk, Salesforce, Talkdesk) including user accounts, routing, IVR flows and new feature deployments, ensuring optimal operation.
- Identify and implement admin level configuration changes or process improvements within call center platforms to enhance call flow, agent efficiency and overall system performance by utilizing improvement methodologies to drive continuous improvement.
- Manage the operational aspects of integrations between call center platforms and other enterprise systems (e.g., API, CRM, WFM tools), focusing on configuration, maintenance and troubleshooting.
- Create and maintain comprehensive technical documentation for call center systems, including configurations, troubleshooting guides and FAQs.
- Provide training to call center supervisors and advanced users on new system functionalities, reporting tools and basic troubleshooting procedures.
- Design, develop and maintain dashboards and reports using data extracted from contact center systems to visualize and track key performance indicators (KPIs) like AHT, FCR and service levels.
- Create and analyze performance data to identify trends, opportunities for efficiency gains and areas for process or configuration improvements within the call center environment.
- Provide operational technical support, monitor system performance, diagnoses and resolves incidents affecting call center functionality, acting as a liaison with vendors for complex issues.
Qualifications:
- 2-5+ years of hands-on experience administering and configuring major contact center platforms (e.g., Genesys, Zendesk, Avaya, Talkdesk, Salesforce Service Cloud) in Healthcare space a plus.
- Strong SQL proficiency and experience with BI tools (e.g., Tableau, Power BI) for developing reports, dashboards and extracting/transforming data.
- Demonstrated understanding and application of Lean, Six Sigma or similar process improvement methodologies within a contact center environment.
- Excellent analytical and problem-solving skills for troubleshooting system issues, optimizing performance and translating data into actionable operational insights.
- Proven ability to create technical documentation and provide user training, alongside strong communication skills for interacting with technical teams, operations and vendors.
Vida is proud to be an Equal Employment Opportunity and Affirmative Action employer.
Diversity is more than a commitment at Vida—it is the foundation of what we do. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or Veteran status. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
We seek to recruit, develop and retain the most talented people from a diverse candidate pool. We don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our platform and those we serve. Vida is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Vida in any form without a valid, signed search agreement in place for the specific position will be deemed the sole property of Vida. No fee will be paid in the event the candidate is hired by Vida as a result of the unsolicited referral.
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