Platform Specialist - CCaaS and UCaaS

World Travel Holdings is seeking Platform Specialists who will play a crucial role in ensuring the efficient and effective operations of our Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) platforms. This position involves user maintenance processes, documentation, change management, training, and front-line troubleshooting and technical support for IT tickets. The platform specialist will be responsible for streamlining user processes, improving end-user experience, and ensuring seamless operations. Additionally, this role serves as a liaison between end users and Tier 2 technical support, driving process improvement initiatives, and maintaining necessary documentation.

About World Travel Holdings
World Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations. The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass.; Ft. Lauderdale, Fla.; and Chorley, England. For more information, visit WorldTravelHoldings.com.

• Contact Center Platform User Maintenance: Manage the Join/Leave/Move processes for new users, transferring users, and departing users on the CCaaS and UCaaS platforms. Develop, maintain, and optimize all assigned software solutions. Test and implement applications and systems that support operational initiatives.
• Process Documentation: Develop and maintain comprehensive process documentation for user maintenance processes in the CCaaS and UCaaS platforms to ensure consistency and adherence to best practices.
• Platform Knowledge and Change Management: Stay up to date with platform release notes and expand on new capabilities to enhance operational efficiency. Lead change management activities related to the introduction of new capabilities in the CCaaS and UCaaS platforms.
• Training and User Support: Develop training resources for end users on CCaaS and UCaaS platforms, facilitating training sessions as needed. Provide direct support for end users, including front-line troubleshooting and proactive outreach to assist users submitting IT tickets related to CCaaS and UCaaS. Interact with users to understand business needs and enhancement requests.
• Tier 2 Liaison: Act as a liaison between end users and Tier 2 technical support, ensuring timely and effective troubleshooting and resolution of technical issues.
• Process Improvement: Consider, suggest, and implement opportunities to improve processes, enhancing operational efficiency and user experience.
• Communication and Ongoing Initiatives: Communicate with management to define, implement, and monitor meaningful initiatives aimed at optimizing the CCaaS and UCaaS platforms.
• Documentation Management: Develop and maintain documentation related to user and skill administration, ensuring it is up to date and accessible. Document issues and resolution and share pertinent information with team to enhance team efficiency and productivity.
• Ongoing Success: Carry out other tasks associated with ensuring the ongoing success of the CCaaS and UCaaS platforms, contributing to their reliability and performance.

• Bachelor’s degree in information systems or related field.
• Demonstrated experience troubleshooting and supporting technical issues, and leading change management initiatives related to Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) platforms.
• Strong knowledge of and hands on experience with platform release notes, change management best practices, and user training.
• Exceptional communication and interpersonal skills with the ability to interact directly with end users via webcam, phone, chat, and email.
• Proficient with Microsoft Office suite; strong Excel skills are a must.
• Strong problem-solving skills and the ability to work in a fast-paced, remote environment.
• Detail-oriented, highly organized and driver of process improvements.
• ITIL or relevant certifications are a plus.