Platform Administrator / Systems Engineer
LDTeleCom
Get more replies from employers
Send a job-specific resume in minutes.
Benefits offered by this job
Job summary
Qualifications
- Hands-on configuration experience with at least one contact center platform.
- Strong understanding of CCaaS and contact center architecture.
- Deep experience with workflow builders and journey orchestration.
Responsibilities
- Design omnichannel customer journeys across multiple channels.
- Configure AI agents including intents and conversation flows.
- Manage inbound routing and CX architecture.
Skills
Tools
Job description
Here’s a fully expanded, high-impact LinkedIn job post that stays sharp but gives enough depth to attract senior-level operators and filter out noise.
Company: axisCloud.ai
Location: Remote (US preferred)
Type: Full-Time
axisCloud.ai delivers AI-powered omnichannel contact center solutions built for scale, efficiency, and predictability.
We enable organizations to manage all inbound and outbound customer interactions—voice and digital—through a unified platform powered by AI agents and live agents working together.
Our approach is simple:
- AI handles volume
- Humans handle complexity
- The system is fully orchestrated
We are hiring a Platform Administrator / Systems Engineer who can build, configure, and operate modern AI-driven contact center environments end-to-end.
This is a builder role, not a support role.
You will take real business requirements (often complex RFPs) and turn them into fully functional CX systems that handle:
- Inbound customer interactions across all channels
- Outbound engagement campaigns
- AI automation with intelligent escalation to live agents
If you’ve only used a contact center platform, this is not for you.
You must have configured and deployed them.
- Design and implement customer journeys across multiple channels:
- Voice (IVR, call flows)
- SMS (A2P messaging)
- WhatsApp Business
- Web chat and social channels
- Build logic-based workflows that adapt based on customer intent, behavior, and channel
- Configure AI agents (voice + chat) including:
- Intents and conversation flows
- Task execution logic
- Automation paths vs escalation triggers
- Define AI containment strategies (what AI handles vs what escalates)
- Ensure smooth handoff to live agents with full context
- Configure:
- IVRs and call flows
- Skill-based routing
- Queues and agent groups
- SLAs and priority logic
- Design hybrid models:
- AI-first
- Human-first
- Blended
- Build and manage:
- Predictive dialer campaigns
- Progressive dialer campaigns
- SMS and WhatsApp outbound flows
- Optimize:
- Contact strategies
- Retry logic
- Campaign performance
- Own the full lifecycle:
- Configuration
- Testing
- Deployment
- Optimization
- Troubleshoot:
- Workflow failures
- Routing issues
- Channel delivery problems
- Continuously improve:
- Automation rates
- Response times
- Customer experience
- Translate client requirements / RFPs into technical execution
- Work closely with:
- Sales
- Product
- Customer teams
- Clearly communicate what is possible, what is optimal, and what should not be done
You must have hands-on configuration experience in at least one of the following platforms:
- Five9
- NICE CXone
- Cognigy
- InConcert
- ConnexOne
- ConnexAI
👉 If you have not built workflows, routing logic, or campaigns yourself, this role will not be a fit.
- Strong understanding of CCaaS / contact center architecture
- Deep experience with:
- Workflow builders / journey orchestration
- Dialers (predictive / progressive)
- Omnichannel routing
- Solid knowledge of:
- WhatsApp Business API use cases and constraints
- SMS (A2P messaging compliance and behavior)
- Voice/SIP fundamentals
- Ability to design AI-first CX systems with human fallback
- Strong troubleshooting and system optimization mindset
- Experience deploying AI voice agents
- API integration experience (CRM, PBX, third-party tools)
- Experience with contact center analytics and reporting
- Bilingual (English / Spanish)
- You can take a complex, multi-channel RFP and turn it into a working system
- AI handles a significant portion of interactions without breaking CX quality
- Live agents receive only high-value, context-rich escalations
- Outbound campaigns run efficiently across voice and messaging
- The system is stable, scalable, and optimized
- Work on real AI-driven CX deployments, not theory
- Build systems that directly impact revenue and operations
- Be part of a platform designed for scale and efficiency
- High ownership, no bureaucracy
Send:
- Your resume
- Platforms you have configured (be specific)
- One real example of a workflow or campaign you built end-to-end
If you’re the type who can take chaos (RFPs, channels, AI, agents) and turn it into a clean, working system, we want to talk.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
