Systems Engineer - Cloud Services

Teleflora provides innovative marketing, education, and technology to make sure our member florists get the resources they need to thrive, creating beautiful bouquets with keepsake vases delivered to your door. We’ve been a part of The Wonderful Company family since 1979, and with a nationwide network of florists, we’ve become the world’s largest flower delivery service. With more than 10,000 member florists in North America, we lead the industry by working directly with our florists to hand‑arrange and hand deliver every bouquet!

This is an exciting opportunity to join a fast‑paced, technology‑driven organization in a highly visible and innovative role. In this position, you will provide system administration, technical support, and technical leadership across Teleflora’s cloud-based contact center, telephony, and collaboration platforms.

Leveraging both your technical expertise and strong interpersonal skills, you will work closely with stakeholders at all levels of the organization to understand business requirements and design effective solutions that meet customer and operational needs. The ideal candidate demonstrates a strong understanding of corporate objectives and strategic goals, and consistently aligns technology solutions to support and advance the broader business mission.

• Provide technical and operational support to various cloud based telephony systems to include Teams Phones Admin, SaaS based contact center, and other contact center technologies.
• Ensure quality testing is performed, and user review and acceptance of the product has been established prior to production implementation.
• Provide support of the scripting and contact routing systems including all global and department level requests for voice and digital contacts that route through our contact center groups.
• Develop reporting for the contact center as required by Teleflora management. Stay abreast of changes to data that may impact contact center reporting and provide proactive guidance to reporting analysts of these potential impacts.
• Maintain adequate security measures for online and premise based systems supported by our team.
• Provide contact / communications with vendors and outside service providers as directed.
• Provide 7x24 on-call support and be willing to work in mission critical situations.
• Coordinate project activities with an emphasis on quality and meeting timelines, ensuring successful implementations which are focused on positive impact and response from both an internal and external perspective.
• Use approved methodologies, techniques, and standard best practices in order to effectively manage software for integration of code and customisation to minimise the resources required for migration to vendor released upgrades and patches.
• Provide user assistance for corporate wireless telecommunications devices including ordering, troubleshooting, cost tracking and analysis.
• Maintain toll‑free database files and make changes as needed and dictated by the business.
• Maintain awareness of project status, identify conflicts and proactively communicate them to appropriate individuals / departments.
• Confers with technical resources in the event errors require a change of instructions or sequence of operations.
• Execute Power Shell commands to implement changes to Microsoft Cloud services for add/move/change to users, reporting, policies, etc.
• Perform activities in compliance with IT standards and procedures, audit requirements, reliability, quality and security.
• Track telecommunications costs to budget and perform analysis of cost to budget variance.
• Prepare reporting as required.
• Perform other tasks as required.

Education: Bachelors Degree preferably in technical disciplines and/or 5+ years equivalent work experience.

Experience and Knowledge:

• Solid proficiency in supporting cloud based applications such as Nice User Hub administration, Studio scripting, and other SaaS telephony and contact center applications.
• Preference given to candidates with knowledge of Microsoft 365 applications, including Teams.
• Experience working with AI technologies, prompting, training AI agents preferred.
• Solid experience…