[Remote] System Administrator, Customer Service Platform

Note: The job is a remote job and is open to candidates in USA. BlueInGreen is a Digital, Mobile, and Application Development company that is seeking an experienced System Administrator for a Customer Service Platform. This role will focus on supporting customer service technology operations, including configuring and maintaining critical systems used by global support teams.

Responsibilities

• Develop, configure, and maintain customer service platform workflows across internal and third-party systems
• Support contact center technology, CRM, helpdesk, telephony, toll-free number routing, user access, content management, and related customer service tools
• Configure new workflows to support business initiatives, product launches, operational changes, and customer support needs
• Monitor workflows for performance, stability, accuracy, and operational readiness
• Handle access, configuration, change, and internal support requests according to priority and SLA expectations
• Troubleshoot configuration issues, identify root causes, and escalate bugs or platform issues to the right support or engineering teams
• Maintain documentation for software configurations, workflows, procedures, support paths, known issues, changes, and troubleshooting steps
• Create or update training materials that help support teams identify issues, understand workflows, and escalate problems correctly
• Define QA acceptance criteria and perform manual testing against existing and newly configured workflows
• Validate system behavior, access paths, routing logic, escalation paths, and workflow outcomes
• Partner with QA specialists on test planning, execution, defect validation, regression testing, and release readiness
• Support a gradual shift toward test automation and AI-assisted test coverage where appropriate
• Partner with Customer Service Product, Customer Service Operations, Engineering, QA, vendors, and support teams to ensure systems and workflows are set up correctly
• Translate operational needs into clear configuration requirements and actionable technical tasks
• Communicate risks, blockers, status updates, change impacts, and support issues across technical and non-technical audiences
• Support structured change management practices, including staged rollouts, rollback planning, and production readiness reviews
• Contribute to incident response, troubleshooting, and operational support in a 24x7 customer service environment
• Help improve documentation, workflow governance, support procedures, and platform administration best practices

Skills

• 5+ years of experience as a system administrator, technical operations specialist, application administrator, or similar role within a customer service, contact center, or support technology environment
• Strong experience administering customer service technology stacks, including CCaaS, CRM, helpdesk, telephony, toll-free number routing, user access management, CMS, and workflow platforms
• Hands-on experience with tools such as Sprinklr, Genesys, Zendesk, Twilio, Lumen, or similar systems
• Experience configuring IVR, routing, support workflows, case/ticket flows, agent tools, escalation paths, or contact center operations systems
• Strong understanding of system configuration, workflow administration, access management, change requests, and production support
• Experience creating clear documentation for configurations, procedures, support processes, troubleshooting guides, and system changes
• Experience defining QA acceptance criteria, performing manual testing, and collaborating with QA on test coverage and defect validation
• Experience with structured change management practices, including change logs, staged rollouts, impact assessment, and rollback planning
• Demonstrated proficiency with tools such as Google Workspace, Jira, Confluence, Kibana, Tableau, Slack, and AI-assisted productivity tools
• Ability to troubleshoot across multiple systems, identify whether issues are configuration-related or bug-related, and escalate appropriately
• Strong communication skills with the ability to collaborate across product, operations, engineering, QA, vendor, and support teams
• Ability to operate effectively in an always-on, 24x7 customer support environment with SLA pressure, incident response needs, and possible on-call responsibilities
• Strong attention to detail, ownership, organization, and follow-through
• Comfortable working in fast-moving environments with multiple priorities and cross-functional stakeholders
• Self-driven and able to work through ambiguity while keeping stakeholders informed
• Must be able to use a Mac as the primary working device for this assignment
• Must be located in the United States and perform work from within the United States
• Must be eligible to work as a direct hourly W2 employee of BlueInGreen
• Direct applicants only; no recruiting agencies, third-party vendors, employer-of-record arrangements, or corp-to-corp submissions
• Must be able to complete Form I-9 employment eligibility verification if hired
• Must be willing to complete a background check, subject to applicable law and required candidate authorization
• Must understand this is an hourly W2 contract role with benefits, and extension or full-time conversion may be possible, but is not guaranteed
• Experience supporting large-scale customer service platforms for consumer-facing digital products
• Experience with IVR, call routing, TFN/toll-free number workflows, agent desktop tools, chat, email, or omnichannel customer service systems
• Experience with observability, dashboards, reporting, or operational monitoring tools
• Experience supporting globally distributed customer service teams
• Experience with test automation, AI-assisted QA, or workflow validation tools
• Experience creating training materials for customer service agents, operations teams, or technical support teams
• Experience in media, entertainment, streaming, subscription, payments, account support, or high-volume consumer support environments
• Experience participating in on-call rotations, incident management, SLA-driven support, or 24x7 technical operations

Benefits

• Health coverage
• Dental
• Vision
• Paid time off or paid sick leave where applicable
• Additional employee perks based on eligibility and assignment details

Company Overview