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., * 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., Our employees matter. As a people-focused business, we work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance, and creating a supportive working environment for them, wherever they are based. * Vibrant culture. We are committed to a diverse and rich culture, welcoming people from all walks of life. Our long-standing commitment to culture and inclusion empowers us to bring our authentic selves and unique differences to work every day. * Socially responsible. We want to minimize our products’ impact on the environment and help create positive journeys worldwide. We do this by creating the best products using the most sustainable and innovative materials, methods, and models.

What we value:

At Samsonite, we do more than create the bags that move with our consumer, we inspire and celebrate the moments that move them. We believe we have a responsibility to the world in how we operate, the products we sell, the communities where we live and work, and how we treat the people we employ. We’re as diverse as travel itself, and like travel, your journey with Samsonite presents the opportunity to be a part of something bigger and explore your passions. This is why we offer various paths for professionals and celebrate the knowledge and skills they bring to our team. We are committed to a respectful workplace that allows our team members to bring their best selves to the workplace daily.

Samsonite is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.

• 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

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.