Contact Center Administrator

Keep systems running. Keep teams connected. Keep service seamless.

Ready to build a global career in the world of IT operations without leaving home? This role lets you sharpen your technical expertise, gain international exposure, and make your mark in enterprise-level contact center systems. Work with global leaders, contribute to impactful platforms, and grow in a role designed for innovators ready to go beyond boundaries.

Job Description

As a Contact Center Administrator, you'll ensure the smooth operation of mission-critical systems-from CRM to telecom environments. You'll support system stability, manage access and licenses, strengthen security posture, and help uphold compliance across global standards. This role requires meticulous execution, strong documentation, and consistent collaboration with the CTO.

Job Overview

Employment type: Full-time

Shift: Night shift, 9 PM-6 AM Mon-Fri PH (8 AM-5 PM EST), Weekends Off|

Work setup: Permanent WFH

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 3+ years of experience in IT systems, CRM, or contact center administration
• Proficiency in VMware, AWS, and enterprise management tools
• Experience with BrightPattern or equivalent Telco/switch systems
• Hands-on experience managing Salesforce or Zendesk
• Experience administering Linux and Windows servers
• Familiarity with software licensing management processes
• Working knowledge of PCI and HIPAA compliance
• Familiarity with SIEM (Wazuh) and vulnerability scanning (Nessus)
• Excellent attention to detail, task execution, and documentation accuracy
• Strong written and verbal English communication skills
• Ability to collaborate across time zones and adapt to evolving responsibilities
• Self-motivated, organized, outgoing with good communication skills, works well with others
• Background in managing servers, PCI and HIPAA background, documentation, CRM (Zendesk, Salesforce), Contact centers as a service. Strong comms skills.
• Having participated in PCI audit in background, SOC-2, HIPAA
• CRM (Zendesk, Salesforce), active directory, Linux (Ubuntu), AL2023
• Coding background if possible, VMware Virtual Desktop Management

Your Daily Tasks

• Administer and maintain VMware VDI environments
• Manage contact center platforms such as BrightPattern (or equivalent)
• Configure and manage CRM systems (Salesforce, Zendesk), including user access and data hygiene
• Oversee user/domain management and access permissions
• Manage software licenses and renewals, ensuring accuracy and compliance
• Administer and maintain Linux and Windows servers, including patching, configuration, and monitoring
• Perform regular server patching and updates to maintain compliance posture
• Monitor SIEM alerts (Wazuh), triage issues, and escalate when needed
• Review and track remediation of Nessus vulnerability scan results
• Collect and organize PCI and HIPAA evidence for compliance documentation
• Participate in annual 3rd-party audits, including evidence gathering, clarification, and remediation tracking
• Monitor AWS and VDI performance to ensure uptime and system health
• Document technical processes, configurations, and SOPs
• Support technology rollouts, infrastructure enhancements, and process improvements

About the Client

Empowering Meaningful Connections Through Smart Support Systems

Our client, VIPdesk Connect, is a U.S.-based customer experience leader providing premium, tech-enabled support solutions for globally recognized brands. With a strong focus on digital-first operations, secure environments, and elevated customer engagement, they combine innovative platforms with human-centered service. Their commitment to excellence, compliance, and seamless customer journeys makes them a trusted partner in the CX industry.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a collaborative, innovative work culture. Work with global organizations supported by a strong foundation and passionate professionals. We empower your success with personal and professional development opportunities in an inclusive environment. Apply now and be part of the #EmaptaEra