Consumer Experience Technology Administrator

The Contact Center Technology Administrator helps keep our Consumer Experience team connected, supported, and working efficiently. This role is responsible for managing contact center applications, setting up and maintaining user access, coordinating technology set-up for new hires, troubleshooting day-to-day issues, and supporting improvements across our customer service platforms. The administrator ensures that our CRM, telephony, quality assurance, e-commerce, reporting, workforce management, and other support systems are running smoothly and consistently. We''re looking for someone who is organized, detail-oriented, eager to learn new technologies, and comfortable collaborating with business teams, IT, and external vendors.

Technology Configuration and Administration

• Configure and maintain contact center systems, including CRM, phone, email, chat, SMS, quality, workforce, and AI-supported tools (e.g., Gladly, Etech, QEval, ReverseLogix)
• Maintain user roles, permissions, team assignments, communication channels, and security access.
• Support configurations for phone, email, chat, SMS, social media, quality assurance, and AI-enabled features.
• Perform routine system checks and review platform status notifications.
• Test configuration changes before they are released to employees.
• Maintain documentation of system configurations, changes, and approved operating procedures.
• Serve as the first point of contact for routine system access and application issues.
• Gather information from employees, identify the likely cause, and complete first-level troubleshooting.
• Coordinate complex configuration changes, integrations, and technical issues with internal IT teams and external vendors.

System Monitoring and Audit Control

• Conduct regular audits of user accounts, roles, permissions, teams, and licenses. Ensuring all audit documentation is maintained within SOX regulations.
• Monitor automated workflows, integrations, bots, and AI-supported functions for expected performance.
• Validate system-generated information and report inaccurate or unexpected results.
• Support quality platform maintenance, calibration activities, and routine configuration updates.
• Review recurring support issues and recommend preventive improvements.
• Generate reports and dashboards for sales, marketing, and operations teams.

Who we are:

Samsonite is the worldwide leader in superior travel bags, luggage, and accessories combining notable style with the latest design technology and the utmost attention to quality and durability. For more than 100 years, Samsonite has leveraged its rich heritage to create unparalleled products that fulfill the travel lifestyle needs of conscious movers everywhere. With a portfolio of brands including Samsonite, Tumi, American Tourister, High Sierra, Gregory, Hartmann, and Lipault Paris, our products are sold in over 100 countries in North America, Asia, Europe and Latin America through our company-operated retail store, websites and a variety of retail partners.

Qualifications:

• 2 or more years of experience supporting technology in a contact center with focus of:

• Administering CRM, telephony, quality assurance, workforce management, ticketing, or e-commerce platform.

• Supporting platforms across omni-channel contact centers (e.g., email, chat, SMS, phone, social media, and AI-assisted channels).

• Strong attention to detail and ability to complete setup tasks accurately.

• Strong troubleshooting and problem-solving skills.

• Ability to document technical information in clear, plain language.

• Ability to manage multiple requests and changing priorities.

• Professional communication skills when working with employees, leadership, IT, and vendors.

• Familiarity with data privacy, payment security, and access-control requirements.

Preferred Skills and Industry experience:

• CRM/E-commerce Software: Gladly, Aptos, Playvox, SAP, QEval, Salesforce
• Microsoft Software: Excel, PowerPoint, Word, Teams, SharePoint