IT Operations Admin II (Remote)

The Blue Venture Fund; Oak Brook (IL); Remote; USD 70,000 - 100,000; Full time

Job summary

The Blue Venture Fund is seeking an IT Operations Admin II to support the CXOne suite and related telecom systems. You will work with Operations and Client Service teams to build, maintain, and optimize processes, ensuring uptime and regulatory compliance.

You will design IVR workflows, integrate CXOne with external systems, and mentor teams on CXOne tools while maintaining documentation and incident response processes.

Qualifications

• In-house expert for CXOne system administration, configuration, and troubleshooting.

Responsibilities

• Design and develop IVR workflows using CXOne Studio.

Skills

CXOne admin

IVR design

API integration (REST/SOAP/SQL)

Security & compliance (PCI HIPAA)

Incident response

Documentation & training

Vendor management

System monitoring

Cross-functional collaboration

Tools

CXOne Studio

Salesforce integration

Omilia integration

Job description

The IT Operations Admin II will report to the Application Operations Manager in the Technology Department. This role is responsible for providing technical and functional support for the CXOne application suite of products used by Inspira. This position serves as a supporting interface with the Operations and Client Service teams to build, maintain, and provide processes for using the applications. Working within a team environment, IT Operations Admin assists in system creation, documents how an application functions, conducts training sessions, and studies, understands, and analyzes multiple data sources to find patterns and dependencies.

This role will address potential single points of failure and ensure robust and reliable support for the business units and enterprise-wide initiatives. Additionally, this role serves as the in-house subject matter expert, driving stability, efficiency, and continuous improvement in our telecom environment.

This role will assist in monitoring Application Support inboxes, triaging and responding to inquiries related to Inspira applications and products. You will also be responsible for logging bugs and defects that arise as a result of your investigations.The IT Operations Admin II role plays an important part in our company’s product development process. The ideal incumbent will be creative, client focused, solutions-driven, organized, and have exceptional interpersonal skills.

Duties & Responsibilities:

• In-house expert for CXOne system administration, configuration, and troubleshooting.
• Design and develop IVR workflows using CXOne Studio
• Integrate CXOne with external systems via APIs (REST, SOAP, SQL)
• Configure users, skills, campaigns, and dashboards.
• Ensure CXOne configurations adhere to internal security policies and industry compliance standards (e.g., PCI, HIPAA).
• Provide day-to-day operational support for telecom systems, ensuring uptime, reliability, and compliance with SLAs.
• Partner with Inspira Business Units and IT stakeholders to ensure smooth execution of business initiatives requiring CXOne integration or enhancements by analyzing customer interaction data and recommending improvements to workflows, routing logic, and self-service options.
• Proactively identify and mitigate risks related to system performance, security, and redundancy.
• Develop, maintain, and update documentation, workflows, and escalation procedures for telecom operations.
• Manage vendor interactions strategically while reducing dependency on external support.
• Provide support for incident response, root cause analysis, and resolution of telecom-related outages.
• Contribute to strategic planning for system scalability and future technology enhancements.
• Configure and optimize CXOne workflows with other Inspira platforms, including Salesforce and Omilia.
• Train and mentor internal teams on CXOne tools, features, and best practices.
• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Assist in the maintenance and enhance performance of all new and existing software and applications across the organization.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Stay current on knowledge of trends in technology relating to software applications.
• Willing to cross-train to better assist co-workers and to provide maximum efficiency in organization.
• Ensure application/system quality, integrity, and performance.
• Provide hands-on application management for mission critical systems.
• Assist with unit testing, debugging, code releases and upgrades of existing software.