Contact Center Systems Administrator

BlueInGreen; United States; On-site; USD 55,104 - 117,096; Part time

Job summary

BlueInGreen is seeking a remote US‑based specialist to configure, maintain, and support critical customer service systems (CCaaS, CRM, helpdesk, telephony, and workflows) for a confidential enterprise client. This is a fully remote, US‑only hourly W2 contract with benefits through BlueInGreen.

Strong vendor software experience, especially Sprinkler, is required; long‑term extension may be possible based on performance and client approval.

Qualifications

• Vendor software experience with Sprinkler is required as the highest priority.
• Knowledge of CCaaS concepts, IVR routing, CRM, CMS and related tools.
• 5+ years in system administration or operations within a contact‑center or support tech stack.

Responsibilities

• Develop, configure, and maintain customer service workflows across systems.
• Support contact center tech, CRM, helpdesk, telephony, and routing.
• Configure workflows to support initiatives and product launches.
• Monitor workflow performance, stability, and readiness.
• Handle access, configuration, changes, and internal support requests per SLA.
• Troubleshoot issues and escalate to appropriate teams.
• Maintain configuration documents, workflows, and troubleshooting steps.
• Create/update training materials for support teams.
• Define QA criteria and perform manual testing on workflows.
• Validate system behavior, paths, and outcomes.

Skills

IVR routing

CRM knowledge

CMS

CCaaS concepts

Tools

Sprinkler

Genesys

Zendesk

Twilio

Lumen

Jira

Confluence

Job description

Configure, maintain, document, and support critical customer service systems - including CCaaS, CRM, helpdesk, telephony, and workflow platforms - for a confidential enterprise technology client. This is a fully remote, US-only, hourly W2 assignment with benefits through BlueInGreen.The primary qualification is experience with vendor software, specifically "Sprinkler," which is the highest-priority tool. Other acceptable experience includes Genesis, Zendesk, Twilio, or Lumen, as well as general knowledge of Contact Center as a Service concepts, including interactive voice response routing, customer relationship management systems, and content management systems.

Model: Fully remote, U.S.-only hourly W2 contract assignment with benefits. Long-term extension or potential conversion may be possible based on performance, business needs, and client approval, but is not guaranteed.

Candidate type: Direct applicants only. No agencies, EOR, C2C, subcontracting, or third-party vendor submissions.

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 upscale bugs or platform issues to the appropriate 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 expand 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.

Qualifications

• The primary qualification is experience with vendor software, specifically "Sprinkler," which is the highest-priority tool. Other acceptable experience includes Genesis, Zendesk, Twilio, or Lumen, as well as general knowledge of Contact Center as a Service concepts, including interactive voice response routing, customer relationship management systems, and content management systems.
• + 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 a confidential enterprise client 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 upscale 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.
• 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.

Nice to have

• 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.

Required screening

Confirm the basics before resume review

These questions help confirm the assignment model, work location, direct application status, work authorization, background‑check acknowledgement.

Required screening questions are included in the application form.