Systems Engineer - Cloud Services

Job Description

• Provide technical and operational support to various cloud-based telephony systems, including 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 is established prior to production implementation.
• Support the scripting and contact routing systems, including global and department-level requests for voice and digital contacts routed 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.
• Maintain adequate security measures for online and premise-based systems supported by our team.
• Provide contact and communications with vendors and outside service providers as directed.
• Provide 7×24 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 that focus on positive impact and response from both internal and external stakeholders.
• Use approved methodologies, techniques, and standard best practices to manage software integration, code, and customization with minimal 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 according to business requirements.
• Maintain awareness of project status, identify conflicts, and proactively communicate them to the appropriate individuals or department(s).
• Confere with technical resources when errors require a change of instructions or sequence of operations.
• Execute Power Shell commands to implement changes to Microsoft Cloud services for adding, moving, or changing 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: Bachelor’s 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, and training AI agents is preferred.
• Solid experience supporting 24x7x365 mission-critical large multi-site call center environments.
• Previous hands-on administration experience working with enterprise-class business-critical applications.
• Must demonstrate technical aptitude and enthusiasm in various system technologies and disciplines.
• Technical and system administration expertise with cloud-based applications including Microsoft, Nice, 3cLogic and others as needed.
• Technical understanding of enterprise computing, AI, and how various components are interrelated is a must.

• Work is performed in an inside-office environment.
• Ability to occasionally move, carry or lift up to 50 pounds.

• Thriving Wellness Community: Access to top-notch medical coverage, comprehensive vision and dental plans, and a 401(k) with match eligibility to secure your financial future, including:
  • 24/7 online physician consultations
  • Virtual mental health resources
  • Life coaching
  • Engaging employee community groups
  • Cash rewards for healthy habits and fitness reimbursements
  • Library of on-demand fitness videos
• Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units.
• Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources…