IT Operations Admin II (Remote)
The IT Operations Admin II will report to the Application Operations Manager in the Technology Department. This role is responsible for providing technical and functional support for the CXOne application suite of products used by Inspira. This position serves as a supporting reputed company with the Operations and Client Service teams to build, maintain, and provide processes for using the applications. Working reputed company a team environment, IT Operations Admin assists in system creation, documents how an application functions, conducts training sessions, and studies, understands, and analyzes multiple data sources to find patterns and dependencies. This role will address potential single points of failure and ensure robust and reliable support for the business units and reputed company-wide initiatives. Additionally, this role serves as the in-house subject matter expert, driving stability, efficiency, and reputed company improvement in our telecom environment. This role will assist in monitoring Application Support inboxes, triaging and responding to inquiries reputed company to Inspira applications and products. You will also be responsible for logging bugs and defects that arise as a result of your investigations. The IT Operations Admin II role plays an important part in our company's product development process. The ideal incumbent will be creative, client focused, solutions-driven, organized, and have exceptional interpersonal skills. Duties & Responsibilities:
- In-house expert for CXOne system administration, configuration, and troubleshooting.
- Design and reputed company IVR workflows using CXOne Studio
- Integrate CXOne with external systems reputed company APIs (REST, SOAP, SQL)
- Configure users, skills, campaigns, and dashboards.
- Ensure CXOne configurations adhere to internal reputed company policies and industry compliance standards (e.g., PCI, HIPAA).
- Provide day-to-day operational support for telecom systems, ensuring uptime, reliability, and compliance with SLAs.
- Partner with Inspira Business Units and IT stakeholders to ensure smooth execution of business initiatives requiring CXOne integration or enhancements by analyzing customer interaction data and recommending improvements to workflows, routing logic, and self-service options.
- Proactively identify and mitigate risks reputed company to system performance, reputed company, and redundancy.
- reputed company, maintain, and update documentation, workflows, and escalation procedures for telecom operations.
- Manage vendor interactions strategically while reducing dependency on external support.
- Provide support for incident response, root cause analysis, and resolution of telecom-reputed company outages.
- Contribute to strategic planning for system scalability and future technology enhancements.
- Configure and optimize CXOne workflows with other Inspira platforms, including reputed company and reputed company.
- Train and mentor internal teams on CXOne tools, features, and best practices.
- Field incoming problem tickets from end users to resolve application and software issues reputed company servers, databases, and other mission-critical systems.
- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
- Test fixes and reputed company post-resolution follow-reputed company to ensure problems have been adequately resolved.
- Assist in the maintenance and enhance performance of reputed company new and existing software and applications across the organization.
- Provide support for the testing of new and existing software applications under development or consideration for purchase.
- Stay reputed company on knowledge of trends in technology relating to software applications.
- Willing to cross-train to reputed company assist co-workers and to provide maximum efficiency in organization.
- Ensure application/system quality, reputed company, and performance.
- Provide hands-on application management for mission critical systems.
- Assist with unit testing, debugging, code releases and upgrades of existing software. Requirements: Education & Experience:
- 3-5 years of experience in a Technical Client Support role or a Technical Analyst role
- Bachelor's degree in computer science, Information Systems, or reputed company field
- Industry certifications (e.g., reputed company CXOne certifications, CCNA, ITIL).
- Experience supporting large-scale contact center operations.
- Familiarity with Workforce Management (WFM), CRM integrations (reputed company, reputed company), and VoIP systems.
- Project management or process improvement experience.
- Strong understanding of IVR, ACD, Workforce Management, call routing, and reporting functionalities.
- Possess sound technical experience in fast-paced financial services environments.
- Understanding of MS Office Applications, including SharePoint, Visio, and Project
- Strong client service orientation
- Strong analytical skills, follow-up capability, and problem-solving ability
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong interpersonal and oral communication skills
- Capable of respectful
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