What are the responsibilities and job description for the Contact Center Platform Administrator (Talkdesk) position at Redwood Services?
Redwood Services is a growing national home services company specializing in HVAC, plumbing, and electrical trades across multiple states. Our contact center is central to how we serve homeowners and support field teams every day. We're looking for a Talkdesk platform owner who takes pride in keeping contact center operations running at their best — someone who configures, optimizes, and documents with intention and brings real CCaaS expertise to the team.
Responsibilities
- Own and administer the Talkdesk CCaaS platform in a production environment, including user management, routing configurations, queues, and platform settings
- Design, build, and optimize IVR workflows to support an efficient and professional customer experience
- Manage and maintain API integrations connecting Talkdesk to other business systems and tools
- Develop and implement workflow automations that reduce manual effort and improve contact center performance
- Troubleshoot platform issues quickly and effectively, minimizing disruption to contact center operations
- Partner with contact center leadership to align platform configuration with operational goals and KPIs
- Maintain clear, thorough documentation of platform configurations, IVR flows, and integration specs for both technical and non-technical audiences
- Apply contact center best practices to continuously improve platform performance and reliability
Qualifications
- 2–5 years of hands-on experience administering, configuring, and managing Talkdesk in a production contact center environment
- Strong working knowledge of IVR design and configuration within a CCaaS platform
- Proven experience building and managing API integrations in a contact center context
- Experience implementing workflow automation to improve operational efficiency
- Solid understanding of contact center operations, metrics, and best practices
- Excellent written and verbal communication skills with the ability to document clearly for technical and non-technical audiences
- Familiarity with Rilla is a strong plus
- Relevant certifications (Talkdesk, CompTIA, etc.) are beneficial but not required
- Degree optional — equivalent professional experience is fully accepted
- Must be local to Memphis, TN and able to work on-site five days a week — no relocation assistance offered