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About the Role

This role focuses on administering, configuring, and maintaining business systems that support customer operations, internal teams, and cross-functional workflows. The ideal candidate will design, implement, and optimize automated workflows, integrations, and system logic to improve operational efficiency, with a strong emphasis on supporting AI-enabled capabilities within CMS and system integrations using APIs.

Responsibilities

Administer, configure, and maintain business systems supporting customer operations, internal teams, and cross-functional workflows.
Design, implement, and optimize automated workflows, integrations, and system logic to improve operational efficiency.
Support AI-enabled capabilities within CMS, including intelligent routing, agent assistance, and automated triage.
Support system integrations using APIs, middleware, and data connections across platforms.
Monitor system performance, reliability, and data integrity; proactively identify and resolve issues.
Partner with Customer Service Management, Operations, BIT, Business Units, and Sales to gather requirements and translate them into scalable system solutions.
Maintain system reports, documentation, workflows, and processes.
Support system testing, releases, and enhancements while minimizing business disruption.
Ensure systems align with security, compliance, and data governance standards.
Provide tiered system support and troubleshooting for escalated issues.

Requirements

Proven experience in a Systems Administrator, Systems Analyst, or similar technical role, with responsibility for configuring, maintaining, and optimizing enterprise SaaS applications in a production environment.
Strong understanding of system configuration, workflow automation, and platform governance, including the ability to design scalable processes, enforce standards, and manage change control.
Hands-on experience supporting customer service, case management, or customer engagement platforms, including ticketing, routing, escalation, and self-service capabilities.
Working knowledge and experience of Zendesk CMS and Zendesk AI (required), including hands-on experience with AI-driven ticket routing, agent assistance tools, automation, and intelligent workflows.
Experience administering or supporting Dialpad or similar cloud-based telephony/contact center platforms, including call routing, queue configuration, user provisioning, and platform integrations.
Demonstrated experience with API integrations, data flows, and system interoperability, including working with REST APIs, webhooks, and third-party integrations.
Requires a strong understanding of agentic AI, with the ability to design and manage autonomous, goal-driven systems that optimize workflows and customer interactions through data-driven decision-making.
Ability to analyze end-to-end operational processes and translate business requirements into effective technical solutions.
Experience supporting or contributing to AI and automation initiatives within customer operations.
Familiarity with ITSM, CRM, or customer engagement platforms, and an understanding of how these systems support broader operational, service, or customer lifecycle processes.
Strong understanding of reporting, analytics, and performance optimization, including defining metrics, building or supporting dashboards, and using data to drive continuous system and process improvements.
Excellent documentation and communication skills.
Proven ability to work effectively with cross-functional teams in fast-paced, evolving environments, balancing multiple priorities while maintaining system stability and reliability.

Skills

System Administration
Workflow Automation
API Integrations
Customer Service Platforms
AI-enabled Tools
Zendesk AI
Dialpad
System Configuration
Platform Governance
Change Control
Case Management
Customer Engagement Platforms
Ticketing
Routing
Escalation
Self-service Capabilities
Cloud-based Telephony
Contact Center Platforms
Call Routing
Queue Configuration
User Provisioning
REST APIs
Webhooks
Third-party Integrations
Agentic AI
Autonomous Systems
Goal-driven Systems
Data-driven Decision-making
Operational Process Analysis
Technical Solutions
AI Initiatives
Automation Initiatives
Intelligent Triage
Agent Co-pilot Tools
Workflow Optimization
ITSM
CRM
Reporting
Analytics
Performance Optimization
Dashboards
Documentation
Communication

Work Type

Travel up to 25% of the time

Experience Level

At least six years of relevant experience supporting enterprise systems, case management systems (Zendesk experience required), technical platforms, or customer operations environments.

Education Level

Associate’s degree (A.A.) or equivalent from a two-year college or technical school