Job Title: System Administrator, Customer Service Platform
Location: Bay Area, California (On-Site)
Job Summary: Our team is dedicated to empowering Customer Service to assist customers around the clock, ensuring seamless streaming and sign-up experiences. We focus on developing a robust technology ecosystem that integrates both in-house and vendor solutions, making this position crucial for maintaining and enhancing our service capabilities.
Responsibilities:
- Develop and maintain workflow and system configurations within the Customer Service Products suite, including both first-party and third-party solutions.
- Create comprehensive documentation for software configurations, procedures, and changes to ensure consistency and facilitate troubleshooting.
- Efficiently handle access and change requests, respond to internal support channel requests, and ensure SLAs are met.
- Collaborate with QA specialists on test planning and execution, progressively shifting testing toward automation and GenAI-assisted test coverage.
Required:
- 5+ years of experience as a system administrator in the Customer Service/Contact Center domain, including CCaaS, CRM, and CMS.
- Hands-on experience with CS tech stack software such as Sprinklr, Twilio, and Lumen.
- Proficiency with Google Workspace, JIRA, Confluence, Kibana, Tableau, Slack, and other productivity tools.
- Experience operating in an always-on, 24×7 environment, including on-call responsibilities and incident response.
About SSI People: With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well.
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