Systems Engineer - Cloud Services

Job DescriptionProvide technical and operational support to various cloud-based telephony systems, including Teams Phones Admin, SaaS-based contact center, and other contact center technologies.Ensure quality testing is performed and user review and acceptance of the product is established prior to production implementation.Support the scripting and contact routing systems, including global and department-level requests for voice and digital contacts routed through our contact center groups.Develop reporting for the contact center as required by Teleflora management; stay abreast of changes to data that may impact contact center reporting and provide proactive guidance to reporting analysts.Maintain adequate security measures for online and premise-based systems supported by our team.Provide contact and communications with vendors and outside service providers as directed.Provide 7×24 on-call support and be willing to work in mission-critical situations.Coordinate project activities with an emphasis on quality and meeting timelines, ensuring successful implementations that focus on positive impact and response from both internal and external stakeholders.Use approved methodologies, techniques, and standard best practices to manage software integration, code, and customization with minimal resources required for migration to vendor-released upgrades and patches.Provide user assistance for corporate wireless telecommunications devices, including ordering, troubleshooting, cost tracking, and analysis.Maintain toll-free database files and make changes as needed according to business requirements.Maintain awareness of project status, identify conflicts, and proactively communicate them to the appropriate individuals or department(s).Confere with technical resources when errors require a change of instructions or sequence of operations.Execute PowerShell commands to implement changes to Microsoft Cloud services for adding, moving, or changing users, reporting, policies, etc.Perform activities in compliance with IT standards and procedures, audit requirements, reliability, quality, and security.Track telecommunications costs to budget and perform analysis of cost-to-budget variance.Prepare reporting as required.Perform other tasks as required.QualificationsEducation: Bachelor's Degree preferably in technical disciplines and/or 5+ years equivalent work experience.Experience and Knowledge:Solid proficiency in supporting cloud-based applications such as Nice UserHub administration, Studio scripting, and other SaaS telephony and contact center applications.Preference given to candidates with knowledge of Microsoft 365 applications, including Teams.Experience working with AI technologies, prompting, and training AI agents is preferred.Solid experience supporting 24x7x365 mission-critical large multi-site call center environments.Previous hands-on administration experience working with enterprise-class business-critical applications.Must demonstrate technical aptitude and enthusiasm in various system technologies and disciplines.Technical and system administration expertise with cloud-based applications including Microsoft, Nice, 3cLogic and others as needed.Technical understanding of enterprise computing, AI, and how various components are interrelated is a must.Working ConditionsWork is performed in an inside-office environment.Ability to occasionally move, carry or lift up to 50 pounds.BenefitsThriving Wellness Community: Access to top-notch medical coverage, comprehensive vision and dental plans, and a 401(k) with match eligibility to secure your financial future, including:24/7 online physician consultationsVirtual mental health resourcesLife coachingEngaging employee community groupsCash rewards for healthy habits and fitness reimbursementsLibrary of on-demand fitness videosCareer Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units.Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses.Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward.Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace.Building a Healthy Society: We focus on improving the social determinants of a healthy society—quality education and medical care, economic mobility, and a healthy environment—to help build thriving communities.Giving Back to the Community: Make a difference with Wonderful Giving, allowing you to allocate company-provided funds to up to three charities of your choice, and join Wonderful Neighbor to contribute to group service projects within our local communities.The Wonderful Company is an Equality Opportunity Employer that provides opportunities for advancement. We are committed to creating a diverse workforce that embodies a deep culture of acceptance, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, region, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.J-18808-Ljbffr