Senior Contact Center Operations Analyst - Remote LATAM 🌎
Position: Senior Contact Center Operations Analyst
Location: Remote from LATAM
Contract Type: Full-time Vendor
Time Zone Alignment: EST ±2
About In All Media
We are a Managed Nearshore Teams provider headquartered in Austin, specializing in building and embedding high-performing software development teams. From design to deployment, we deliver customized solutions by connecting global talent with innovative client projects. Our model gives you the opportunity to work on international challenges, collaborate with diverse teams, and grow your career while being part of a company that values expertise, creativity, and impact. The contract for this role will be directly with In All Media.
Project Overview
You will be joining the Telephony Operations Team for a major client in the financial services/debt settlement sector. This team is essential for maintaining the stability, availability, and optimal performance of their critical contact center technology stack, which is built on Salesforce Service Cloud Voice and Amazon Connect.
Your role is a critical link, serving in a production support and incident management capacity. You'll be the first line of defense in triaging technical issues, minimizing downtime, and ensuring uninterrupted service for both sales and service operations. Success in this role requires a blend of deep technical troubleshooting skills and a sharp understanding of business impact and operational efficiency.
Key Responsibilities
- Monitor, identify, and triage technical issues within the production Salesforce Service Cloud Voice and Amazon Connect environments.
- Categorize incidents by severity and business impact, ensuring timely escalation, coordination, and remediation.
- Collaborate with business stakeholders to quantify the impact of issues and document clear remediation actions.
- Maintain detailed logs of all incidents, including root causes, resolutions, and process improvements to enhance operational efficiency.
- Participate in post-incident reviews, identifying preventive measures, and recommending automation opportunities.
- Develop and recommend alerting and monitoring improvements to proactively minimize system downtime.
- Contribute to building a comprehensive knowledge base and documentation for future troubleshooting and support.
- Partner cross-functionally with infrastructure, development, and business teams to ensure overall service stability and performance.
Must-Have Skills
- 6+ years of combined experience in production support for Salesforce Service Cloud Voice and Amazon Connect applications.
- Proficiency in the Salesforce Administration UI, specifically related to Service Cloud Voice functionalities.
- Experience writing and executing Salesforce queries and reports to effectively identify and troubleshoot operational issues.
- Proven ability to diagnose technical incidents, manage priorities, and coordinate effective escalations.
- Experience in Agile and remote teams.
- Fluent English for daily communication.
Nice-to-Have Skills
- Familiarity with system monitoring and ticketing tools such as Splunk, Datadog, ServiceNow, or Jira.
- Prior experience in the financial services or debt settlement industry.
- Demonstrated experience contributing to or building a comprehensive operations knowledge base.
Location & Time Zone
This is a 100% remote position for senior talent based in LATAM.
Time Zone & Collaboration
Role requires significant overlap with teams in EST. Flexibility is expected for critical incident response and collaborative team meetings.
Language
All interviews, documentation, and daily communication are in English.