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Gifthealth · 1 month ago

System Administrator (General)

United States

Full-time

Remote

Mid Level

3+ years exp

Gifthealth is revolutionizing healthcare by simplifying prescription and health service management. The System Administrator Generalist will be the subject matter expert for contact center technology, ensuring operational readiness and supporting day-to-day technical operations while collaborating with cross-functional teams to enhance system performance.

Health CarePharmaceuticalSoftware

Responsibilities

Serve as a system administrator for contact center applications and tools including Zendesk, CallMiner, Assembled, and potential future applications

Act as a technical liaison and work closely with internal end-users to gather requirements and implement configurations to meet business needs

Support Run-The-Business (RTB) work such as troubleshooting, system maintenance, and incident resolution

Configure user roles, groups, macros, triggers, automations, SLAs, and custom fields to match operational needs

Design and implement automation workflows to streamline ticket handling, reduce manual tasks, and improve response times

Proactively identify, test, and deploy new features or enhancements to strengthen CX technology infrastructure

Maintain detailed system documentation and configuration standards

Collaborate with WFM and Operations teams to configure routing, capacity planning, and reporting systems for efficiency

Enforce structured change management

Collaborate with Engineering, Operations, CX, and vendors for cross-platform alignment, conduct feature rollouts, resolve issues and implement improvements

Monitor system performance, identify optimization opportunities, and recommend enhancements

Ensure compliance with security, data integrity, and operational policies. Conduct regular audits to ensure data accuracy, system compliance, and automation reliability

Train and support end-users in tool functionality and best practices

Qualification

ZendeskCallMinerContact center technologiesTelephony routingWorkflow configurationTroubleshooting skillsAnalytical skillsCustomer service understandingTechnical issue translationCommunication skills