Key Responsibilities

• System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., ticketing platforms, telephony entities, CRM environments). Responsible for system configuration, data mapping, integrations, and deployment.
• System Maintenance & Administration: Manage the daily administration of core CX systems, including ticketing, telephony/VoIP, and CRM platforms (e.g., Zendesk). Monitor ticketing workflows, automation rules, user access permissions, system configurations, and operational performance while supporting data extraction and reporting requirements.
• Workflow Automation: Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve efficiency across the department.
• Technical Stack Ownership: Act as the system owner for core CX tools (Ticketing, Telephony/VoIP,...