Systems Administrator / Operations Support Specialist

About the role

We are looking for an experienced Systems Administrator / Operations Support Specialist to maintain and support mission‑critical enterprise and contact‑center applications. The role involves day‑to‑day system administration, troubleshooting, software deployments, and performance monitoring in a complex IT environment.

Key responsibilities

• Manage daily systems administration tasks, including user account configuration, permissions, backups, and recovery processes.
• Perform software upgrades, patch management, and routine system maintenance.
• Monitor system performance and resource utilization to ensure optimal operation.
• Install, configure, and support networked systems and infrastructure.
• Investigate and resolve complex application and production issues for enterprise and contact‑center platforms.
• Collaborate with vendors and internal teams to troubleshoot incidents and implement solutions.
• Participate in system implementation, testing, deployment, and documentation.
• Support service‑level agreements, SLA reporting, and technical documentation.

Required profile

• Proven experience in systems administration, operations support, and user access management.
• Strong troubleshooting, root‑cause analysis, and problem‑solving abilities.
• Experience supporting distributed, networked environments and contact‑center technologies.
• Excellent verbal and written communication skills for interacting with technical and non‑technical stakeholders.

Required skills

• Amazon Connect (required)
• ComputerTalk / IceBar (preferred)
• NICE Workforce Management (nice to have)
• Software upgrades and patch management
• Middleware, gateways, and communication protocols
• System monitoring and performance optimization