• Implementing and maintaining configuration, administration, optimization and operational excellence of Sequel’s enterprise contact center technology ecosystem. • Serve as the primary administrator and implementor of contact center configuration, including configuration, routing logic, integrations, and user management. • Maintain system reliability, security, and performance. • Assist with incident response, root cause analysis, and corrective action planning for system issues impacting support operations. • Serve as the first responder to Contact Center operational and functional incidents. • Partner with Customer Care, Inside Sales, Product Support, and other teams to understand operational needs and translate them into scalable system and workflow solutions. • Create, manage, and escalate support requests with vendors and internal business partners. • Maintain system-level documentation and configuration standards.