CRM System Administrator

<Job Summary>
We are seeking a skilled CRM System Administrator to support a large-scale, multi-agency customer contact center environment. This role is responsible for managing and optimizing a Customer Relationship Management (CRM) platform that supports call center operations, ticketing, reporting, and customer engagement across multiple state agencies.

<Duties>

• Administer and maintain the CRM system, including user setup, roles, permissions, and workflows
• Configure and support ticketing systems for inbound calls, emails, and chat interactions
• Monitor system performance and ensure high availability and reliability
• Develop and maintain dashboards and reports for SLA tracking and operational metrics
• Collaborate with call center leadership to improve workflows and customer experience
• Manage data integrity, including audits, imports, and validation processes
• Support integration with telephony systems (ACD/IVR) and other platforms
• Troubleshoot system issues and coordinate with IT support as needed
• Maintain documentation, SOPs, and training materials

Required Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 3+ years of CRM administration experience (e.g., Salesforce, Zendesk, Microsoft Dynamics, or similar)
• Experience supporting call center or customer service environments
• Strong knowledge of ticketing systems, workflows, and reporting tools
• Experience with system integrations (APIs, telephony platforms)
• Strong analytical and problem-solving skills

Preferred Qualifications

• Experience in government or public sector environments
• Familiarity with Service Level Agreements (SLAs) and performance reporting
• CRM certifications (Salesforce Admin, Microsoft Dynamics, etc.)
• Experience supporting multilingual or high-volume contact centers

Pay: $95,042.53 - $114,459.83 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: Hybrid remote in Washington, DC 20001