System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., ticketing platforms, telephony entities, CRM environments). Responsible for system configuration, data mapping, integrations, and deployment
System Maintenance & Administration: Manage the daily administration of core CX systems, including ticketing, telephony/VoIP, and CRM platforms (e.g., Zendesk). Monitor ticketing workflows, automation rules, user access permissions, system configurations, and operational performance while supporting data extraction and reporting requirements
Workflow Automation: Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve efficiency across the department
Technical Stack Ownership: Act as the system owner for core CX tools (Ticketing, Telephony/VoIP, CRM, and Help Desk platforms), ensuring seamless integrations via APIs, webhooks, and third-party services
Data Validation & Reporting: Extract, analyze, and validate system data, logs, and operational metrics to measure performance, identify improvement opportunities, and support business decision-making
Process & System Optimization: Continuously evaluate customer service workflows, system utilization, and operational processes, recommending enhancements to improve efficiency, scalability, and user experience
Requirements
Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field
2-5 years of experience in Customer Service Systems, CRM Administration, Technical Operations, System Support, or related roles
Hands-on experience administering customer service platforms such as Zendesk, or similar ticketing/CRM systems
Familiarity with customer service workflows, ticket lifecycle management, and operational processes
Experience managing user access, system configurations, workflow automation, and system maintenance activities
Experience extracting and analyzing system data for reporting and operational insights
Strong problem-solving skills with the ability to troubleshoot system and workflow issues
