Systems Administrator

** This is a 6-month contract position with potential for extension**

Our client is looking for a Support Systems Administrator to join their team! You’ll be responsible for day-to-day management of our third-party support platforms, collaborating with support, engineering, and analytics teams. These systems include Zendesk, Amazon Connect, among others. You are a hands-on problem-solver whose role is to support internal teammates in the Customer Experience organization and continuously improve a first-class support workflow.

Responsibilities:

• Manage third-party tools and platforms like Zendesk, Amazon Connect, as well as our custom-built tools and scripts for maintaining these systems
• Own maintenance, upgrades, incident response, user and data management and customization of these platforms as part of the CXS Systems team
• Work with cross-functional partners, like our Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions
• See opportunities and problems in our current workflows and devise and implement creative solutions
• Write documentation and operational playbooks
• Maintain community and monitoring platforms, including Khoros Care and Catchpoint
• Actively develop & update scripts our team use for automating the boring things
  
  

Requirements

• Experience with CX tools: (e.g., Zendesk (preferred), Salesforce Service Cloud, Freshdesk, Intercom, Kustomer)
• Systems management: Skilled at configuring, maintaining, and improving CX platforms.
• User support: Can quickly troubleshoot and resolve agent issues.
• Data and reporting: Comfortable pulling reports, analyzing trends, and spotting what’s off.
• Process improvement: Always looking for ways to make systems smoother for customers and agents.
• Documentation: Able to keep setup guides, workflows, and processes tidy and up-to-date.
• Change management: Knows how to test, communicate, and roll out updates without chaos.
• Security basics: Understands permissioning, user access, and system security best practices.
• Collaboration: Works easily with CX leaders, IT, and product teams to prioritize work.
  
  Nice-to-haves:

• Scripting skills: (e.g., basic Python, JavaScript, or API experience) for integrations or automations.
• Vendor management: Can manage relationships with software vendors and negotiate licenses.
• Training chops: Loves running training sessions and writing simple how-tos.
• Omnichannel know-how: Understands chatbots, SMS, social support, and voice.
• Quality assurance: Sets up proactive checks so customers hit fewer bumps.
• Love for CX: Deep empathy for customers and the teams supporting them.
• Certifications: Any platform admin certs (e.g., Zendesk Admin, Salesforce Certified Admin).
  
  

Benefits

Compensation Rate: $40-44/hr

• This pay range is Client-specific for the opening advertised. The identity of the Client will be disclosed if you are selected to move forward in the hiring process. **
  

Benefits

• 75% of employee-only Medical & Dental coverage
• Vision - opt-in available
• 401k
• PTO
• Laptop
• Life Insurance, Disability Insurance, AD&D coverage
• Short-term Disability, Accident, Cancer/Critical Illness, Pet insurance - opt in available

** This is a 6-month contract position with potential for extension**