Job Description

The Contract Administrator will oversee the preparation, negotiation, and management of Statements of Work (SOWs), Amendments, and Change Orders for our BPO outsourcing engagements. This role is critical in minimizing operational risk in contact center environments and ensuring alignment with internal and client expectations. The Contract Administrator will oversee the preparation, negotiation, and management of Statements of Work (SOWs), Amendments, and Change Orders for our BPO outsourcing engagements. This role is critical in minimizing operational risk in contact center environments and ensuring alignment with internal and client expectations. In this role you will:

• Prepare, review, and manage SOWs, Amendments, and Change Orders.
• Ensure contract language minimizes operational risk in contact center environments.
• Coordinate contract draft reviews with cross-functional stakeholders including IT, Operations, Legal, Sales, Workforce Management, Quality, Training, and Pricing.
• Engage directly with clients to clarify contract terms and support negotiations as needed.
• Continuously improve internal contracting processes and templates to enhance efficiency and compliance.
• Manage the full contract lifecycle, including renewals, extensions, and closeouts.
• Provide proactive insights into contracting risks and opportunities to inform operational strategies.
• Maintain accurate records of contract versions, approvals, and obligations.
• Support internal teams with obtaining interpretation of contract terms and obligations.

We are looking for someone who has:

• Bachelor's degree in Business, Operations, or related field.
• Minimum of 3 years of experience in a BPO contracting or contract management role.
• Strong understanding of contact center operations and associated risks.
• Excellent drafting and negotiation skills with a focus on operational clarity and risk mitigation.
• Proven ability to manage multiple contract cycles simultaneously.

About ResultsCX:
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.
Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

Skills Required