System Administrator
<p><span data-contrast="auto">The Business Technology (BT) Applications & Support Operations team supports the core tooling and operational processes behind Diligent’s global contact centre, including Genesys Cloud CX, Salesforce, and the reporting stack. The team works closely with Customer Support leadership, Workforce Management, and other BT teams to ensure systems are maintained, data is accurate, and day-to-day operations run smoothly.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><span data-contrast="auto">As a System Administrator, BT Applications & Support Operations based in Galway, you will focus on the </span><strong><span data-contrast="auto">execution and support of Genesys Cloud CX administration and operational processes</span></strong><span data-contrast="auto">. Reporting to the Manager, Business Technology Applications, you will assist in maintaining platform configurations, supporting reporting needs, and carrying out routine operational tasks to support global Support teams.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
<p><strong><span data-contrast="auto">Key Responsibilities</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Support the administration of Genesys Cloud CX, including updates to queues, skills, routing configurations, and user access under guidance from senior team members. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Assist in maintaining IVR (Architect) flows and telephony configurations, including implementing defined changes and updates. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Prepare and maintain standard operational reports and dashboards (e.g., SLAs, wait times, volumes) using existing tools and templates. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Execute routine support operations tasks such as queue and skill updates, user provisioning, schedule adjustments, and documentation updates. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Monitor system and operational performance, flagging issues such as routing inconsistencies, access problems, or data discrepancies to the appropriate teams. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Support testing and rollout of system or process changes by following defined procedures and documenting outcomes. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto">Collaborate with Customer Support, Workforce Management, and BT teams to ensure requests and updates are completed accurately and on time. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-aria-posinset="8" data-aria-level="1"><span data-contrast="auto">Maintain clear documentation of configurations, processes, and standard operating procedures. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-aria-posinset="9" data-aria-level="1"><span data-contrast="auto">Assist in the scope, design, and implemention of AI-powered solutions to automate post-sales support workflows, from opportunity identification through measured deployment and validation.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-aria-posinset="10" data-aria-level="1"><span data-contrast="auto">Ability to monitor, analyze, and communicate the health and performance of owned systems and workflows</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<p><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
<p><strong><span data-contrast="auto">Required Experience / Skills</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="17" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">1+ year experience in a contact centre, operations, or systems support role. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="17" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Exposure to Genesys Cloud CX or a similar contact centre platform (e.g., basic configuration, user setup, queue management). </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="17" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Comfortable working with data and reports, with working knowledge of Excel or Google Sheets (e.g., filtering, pivots, basic analysis). </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="17" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Basic understanding of contact centre metrics (SLAs, service levels, AHT, volume) and how they relate to daily operations. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="17" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Ability to follow structured processes, execute tasks accurately, and escalate issues when required. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="17" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Strong attention to detail and organisational skills. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="17" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto">Clear communicator who can work effectively with both technical and non-technical stakeholders. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<p><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
<p><strong><span data-contrast="auto">Preferred Experience / Skills</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Exposure to contact center admin tools. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Exposure to Salesforce or similar CRM tools. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Experience supporting reporting or operational processes in a support environment. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Familiarity with documenting processes or maintaining internal knowledge bases. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Experience in a SaaS or multi-region support environment is beneficial.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul><div class="content-conclusion"><p><strong></strong></p>
<p><strong>About Us</strong></p>
<p><span data-olk-copy-s
This listing is from ats_greenhouse. View original listing ↗