Systems Engineer - Cloud Services

Overview

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. This is an exciting opportunity to join a fast‑paced, technology‑driven organization in a highly visible and innovative role.

The position involves providing system administration, technical support, and technical leadership across Teleflora’s cloud‑based contact center, telephony, and collaboration platforms.

• Provide technical and operational support for 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 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 focused on positive impact and response from both internal and external perspectives
• Use approved methodologies, techniques, and standard best practices to effectively manage software for integration of code and customization, minimizing 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 the appropriate individuals or departments
• Confers 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/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 of 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 preferred
• Solid experience supporting 24x7x365 mission critical large multi‑site call center environments
• Previous hands‑on administration experience with enterprise‑class business critical applications
• Must demonstrate technical aptitude and enthusiasm in various system technologies and disciplines
• Must demonstrate technical aptitude and enthusiasm in various system technologies and disciplines, with expertise in 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…