Overview
Company Ergomed Group is a rapidly expanding full service mid-sized CRO specialising in Oncology and Rare Disease. Since its foundation in 1997 the company has grown organically and steadily by making strategic investments and landmark acquisitions, with operations in Europe, North America and Asia. Our company allows for employee visibility, creative contribution and realistic career development. We value employee experience, well-being and mental health and we acknowledge that a healthy work life balance is a critical factor for employee satisfaction and in turn nurtures an environment from which a high-quality client service can be achieved. Come and join us in this exciting journey to make a positive impact in patient’s lives.

Job Description
The Contact Center Administrator is responsible for the daily administration, configuration, and optimization of the contact center technology platform(s). This role ensures that the contact center operates efficiently by managing system performance, implementing call routing strategies, generating reports,



and supporting both agents and supervisors with technical issues. The administrator acts as a bridge between business operations and IT, ensuring that the contact center delivers exceptional customer service through reliable and optimized systems.

Key Responsibilities
- Administer and maintain contact center systems (e.g., ContactQ, ZOOM Call Center, or similar).
- Configure and optimize call flows, IVR menus, queues, and routing strategies.
- Monitor system performance and troubleshoot issues to ensure uptime and service quality.
- Provide technical support and training for agents, supervisors, and managers on contact center tools.
- Develop and maintain real-time and historical performance reports, dashboards, and analytics.
- Manage user accounts, security permissions, and profiles.
- Collaborate with IT and vendor support teams to resolve escalated issues.
- Support implementation of new features, integrat

📌 Contact Center Administrator (Colombia)
🏢 Ergomed
📍 Colombia