Platform Administrator​/Systems Engineer

Here’s a fully expanded, high-impact Linked In job post that stays sharp but gives enough depth to attract senior-level operators and filter out noise.

Company: axis Cloud.ai

Location: Remote (US preferred)

Type: Full-Time

axis Cloud.ai delivers AI-powered omnichannel contact center solutions built for scale, efficiency, and predictability.

We enable organizations to manage all inbound and outbound customer interactions
—voice and digital—through a unified platform powered by AI agents and live agents working together.

Our approach is simple:

• AI handles volume
• Humans handle complexity
• The system is fully orchestrated

We are hiring a Platform Administrator / Systems Engineer who can build, configure, and operate modern AI-driven contact center environments end-to-end.

This is a builder role
, not a support role.

You will take real business requirements (often complex RFPs) and turn them into fully functional CX systems that handle:

• Inbound customer interactions across all channels
• Outbound engagement campaigns
• AI automation with intelligent escalation to live agents

If you’ve only used a contact center platform, this is not for you.

You must have configured and deployed them.

• Design and implement customer journeys across multiple channels
  :
  • Voice (IVR, call flows)
  • SMS (A2P messaging)
  • Whats App Business
  • Email
  • Web chat and social channels
  • Build logic-based workflows that adapt based on customer intent, behavior, and channel

• Configure AI agents (voice + chat) including:
  • Intents and conversation flows
  • Task execution logic
  • Automation paths vs escalation triggers
  • Define AI containment strategies (what AI handles vs what escalates)
  • Ensure smooth handoff to live agents with full context

• Configure:
  • IVRs and call flows
  • Skill-based routing
  • Queues and agent groups
  • SLAs and priority logic
• Design hybrid models:
  • AI-first
  • Human-first
  • Blended

• Build and manage:
  • Predictive dialer campaigns
  • Progressive dialer campaigns
  • SMS and Whats App outbound flows
• Optimize:
  • Contact strategies
  • Retry logic
  • Campaign performance

• Own the full lifecycle
  :
  • Configuration
  • Testing
  • Deployment
  • Optimization
• Troubleshoot:
  • Workflow failures
  • Routing issues
  • Channel delivery problems
• Continuously improve:
  • Automation rates
  • Response times
  • Customer experience

• Translate client requirements / RFPs into technical execution
• Work closely with:
  • Sales
  • Product
  • Customer teams
• Clearly communicate what is possible, what is optimal, and what should not be done

You must have hands-on configuration experience in at least one of the following platforms:

• Five9
• NICE CXone
• Cognigy
• In Concert
• Connex One
• ConnexAI

👉 If you have not built workflows, routing logic, or campaigns yourself
, this role will not be a fit.

• Strong understanding of CCaaS / contact center architecture
• Deep experience with:
  • Workflow builders / journey orchestration
  • Dialers (predictive / progressive)
  • Omnichannel routing
• Solid knowledge of:
  • Whats App Business API use cases and constraints
  • SMS (A2P messaging compliance and behavior)
  • Voice/SIP fundamentals
• Ability to design AI-first CX systems with human fallback
• Strong troubleshooting and system optimization mindset

• Experience deploying AI voice agents
• API integration experience (CRM, PBX, third-party tools)
• Experience with contact center analytics and reporting
• Bilingual (English / Spanish)

• You can take a complex, multi-channel RFP and turn it into a working system
• AI handles a significant portion of interactions without breaking CX quality
• Live agents receive only high-value, context-rich escalations
• Outbound campaigns run efficiently across voice and messaging
• The system is stable, scalable, and optimized

• Work on real AI-driven CX deployments
  , not theory
• Build systems that directly impact revenue and operations
• Be part of a platform designed for scale and efficiency
• High ownership, no bureaucracy

Send:

• Your resume
• Platforms you have configured (be specific)
• One real example of a workflow or campaign you built end-to-end

If you’re the type who can take chaos (RFPs, channels, AI, agents) and turn it into a clean, working system
, we want to talk.