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The Systems Administrator -- Customer Experience Platforms is responsible for maintaining, configuring, and optimizing the technology systems that support the LRS customer journey. This includes administration of Avaya and Five9 phone systems, ticketing and knowledge management platforms, and AI-driven tools such as chatbots and automation solutions. The role ensures reliability, performance, and integration across systems, while partnering with business teams to implement scalable, innovative solutions that improve both customer and employee experiences.

Essential Job Duties:

• Administer, configure, and maintain Avaya and Five9 phone systems, including call routing, IVR setup, agent profiles, and reporting.
• Manage and support Customer Experience platforms such as FreshService (Ticketing/Knowledgebase), internal ticketing systems, chatbots, and AI-driven tools.
• Perform system monitoring, troubleshooting, and upgrades to ensure uptime, performance, and security across all platforms.
• Ensure smooth interoperability between telephony, ticketing, knowledge bases, and AI/bot platforms.
• Identify and implement automation opportunities using AI and bots to reduce manual tasks and improve efficiency.
• Partner with IT and business stakeholders to design scalable, future-ready solutions.
• Develop, maintain and update customer-facing bots, ensuring accuracy, usability, and continuous learning from customer interactions.
• Implement AI features that enhance self-service, routing, and support efficiency.
• Monitor bot performance, retrain models, and adjust workflows as business needs evolve.
• Serve as the technical escalation point for telephony, Customer Experience systems, and AI/bot-related issues.
• Work with vendors (Avaya, Five9, FreshService, AI/bot providers) to resolve issues and deliver enhancements.
• Provide Tier 2/3 support for internal users, ensuring timely problem resolution.
• Document system configurations, workflows, bot logic, and standard operating procedures.
• Establish and maintain consistent practices across platforms to improve reliability and Define and track KPIs for Avaya, Five9, ticketing systems, and AI/bots to evaluate effectiveness and ROI.
• Deliver reporting and insights on usage, performance, and areas for improvement.
• Support rollouts of new system features, AI tools, and bot updates.
• Collaborate with training teams to ensure users understand system and bot capabilities.

Scope of Responsibility:

This role is responsible for the administration, configuration, and performance systems, including Avaya, Five9, ticketing platforms, knowledge management tools, and AI/bot solutions. The Systems Administrator does not manage direct personnel but plays a critical role in enabling cross-functional teams to leverage Customer Experience technology for improved efficiency and customer satisfaction.