[Remote] Systems Administrator, Customer Service Platform, 3086-1

Note: The job is a remote job and is open to candidates in USA. Cypress HCM is seeking a Systems Administrator for their Customer Service Platform team, which focuses on empowering customer service operations. The role involves developing, configuring, and maintaining applications used by the customer service organization, ensuring optimal performance, and collaborating with various teams to improve system workflows.

Responsibilities

• Develop new and maintain existing workflow and system configurations within our CS Products suite, including both first-party & third-party solutions such as Contact Center as a Service (CCaaS), CRM, helpdesk, and telephony providers (TFN)
• Create comprehensive documentation for managed software configurations, procedures, and changes to ensure consistency and facilitate troubleshooting
• Efficiently handle access and change requests per aligned priority; respond to internal support channel requests and ensure SLAs are met
• Maintain deep knowledge of all CS tools in order to operate as an effective administrator
• Define clear QA acceptance criteria
• Perform manual testing against existing or newly developed workflows
• Collaborate with QA specialists on test planning and execution, and progressively shift testing toward automation and GenAI-assisted test coverage, reducing manual overhead over time
• Maintain accountability for test coverage quality even if QA execution is delegated
• Partner with CS Product, CS Ops, and CS Engineering to ensure proper setup of systems and workflows across internal and external tools
• Partner closely with CS Product to understand configuration requirements and identify pain points and opportunities for improvement
• Troubleshoot and resolve configuration issues; escalate bugs to the appropriate support teams

Skills

• 5+ years of experience working as a system administrator in the Customer Service / Contact Center domain, including CCaaS (e.g. IVR, Routing, TFN), CRM, User Access Management Tool, CMS etc
• Demonstrated proficiency with Google Workspace, JIRA, Confluence, Kibana, Tableau, Slack, and other productivity tools such as Claude Cowork
• Experience with structured change management practices, including maintaining change logs, executing staged rollouts, and preparing rollback plans
• Effective collaborator and communicator with partners/stakeholders across all technical levels
• Hands-on system admin experience in CS tech stack software such as Sprinklr (or Genesis / Zendesk etc), Twilio, Lumen is a strong plus
• Experience operating in an always-on, 24x7 environment — including on-call responsibilities, SLA pressure, and incident response — is a strong differentiator

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