Platform Administrator

Position Summary

The Stages Platform Support Administrator is responsible for supporting, configuring, and enhancing the Bold Group Stages platform and its related integrations. This role serves as the primary internal technical owner and escalation point for the platform, coordinating closely with vendors, business stakeholders, and internal teams. While core platform monitoring and infrastructure management are vendor‑led, this position ensures issues are effectively triaged, communicated, and resolved, and that the platform continues to evolve in alignment with business needs, best practices, and emerging technologies such as AI.

• Serve as the primary internal point of contact for Stages platform availability and operational issues.
• Partner with the platform vendor, who is responsible for primary system monitoring, to ensure timely detection and resolution of incidents.
• Coordinate and participate in incident triage and escalation with vendors when system or performance issues arise.
• Communicate outages, issues, and status updates clearly to business stakeholders.
• Coordinate vendor‑led maintenance activities with internal teams.
• Track recurring issues and collaborate with vendors on root cause analysis and preventive improvements.

• Configure, test, and support application features to meet evolving business requirements.
• Troubleshoot application and functional errors.
• Identify, document, and report front‑end application bugs.
• Implement front‑end configuration changes requested by the business.
• Maintain and support application components including action plans, automated processes, events, fields, and messaging configurations.
• Coordinate and support application upgrades, including testing and validation.

• Maintain a conceptual understanding of database structures, data flows, and dependencies as they relate to the Stages platform.
• Serve as a liaison between business stakeholders, internal data teams, and vendors for data‑related inquiries.
• Help scope and route data requests to appropriate internal or vendor resources.
• Assist in determining whether issues are application‑related, data‑related, or vendor‑related.
• Partner with data teams and vendors on data integrity or redundancy issues impacting the platform.
• SQL and query skills are a plus but are not required for the role.

• Align platform enhancements and configuration changes with business priorities using a scrum board or backlog process.
• Provide guidance based on platform and industry best practices.
• Act as a subject matter expert for the Stages platform in support of business initiatives.

• Configure, test, and support new and existing integrations.
• Support platform signaling and API‑based integrations.
• Maintain and support telephony integrations including Genesys and Amazon Connect.
• Support integrations with third‑party platforms such as Twilio, , SMTP email services, Data Loc, ASAP to PSAP, Securitas, and Chat.
• Manage vendor relationships related to integrations and platform connectivity.
• AI & Intelligent Automation Support
• Maintain a working knowledge of AI and intelligent automation concepts relevant to monitoring and contact center platforms.
• Partner with AI vendors to support the integration of AI capabilities into the Stages platform.
• Act as the internal liaison between business stakeholders, AI vendors, and the Stages platform vendor.
• Assist in identifying AI use cases such as event triage, automation, insights, or decision support.
• Coordinate AI‑related integrations and support testing and validation of AI‑enabled features.

• High School Diploma/GED
• 2‑3 years' experience supporting enterprise application platforms or mission‑critical systems.
• Experience coordinating incidents and escalations with third‑party vendors.
• Strong troubleshooting and communication skills.
• Strong organizational and documentation skills.

• Experience with Bold Group Stages or similar monitoring automation platforms.
• Familiarity with telephony platforms such as Genesys and Amazon Connect.
• Working knowledge of SQL and relational database concepts.
• Experience integrating AI or automation solutions with enterprise platforms.
• Experience working in Agile or Scrum‑based environments.

• Platform and application support
• Vendor coordination and incident management
• Systems integration and APIs
• Business‑to‑technology alignment
• Continuous improvement mindset

NRG Energy is committed to a drug and alcohol‑free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post‑accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.