System Administrator for Customer Service Platform

BlueInGreen believes that each team member makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities outlined in a job description. Therefore, this job description is designed to outline the primary duties, qualifications, and scope of the job, but not to limit the employee or the organization to only the work identified. It is our expectation that each team member will offer their services wherever and whenever necessary to ensure the success of our endeavors and to pursue individual career growth.

We are seeking an experienced System Administrator for a Customer Service Platform to support customer service technology operations for a confidential enterprise technology client. This role will focus on configuring, maintaining, documenting, testing, and supporting critical customer service systems used by global support teams.

This position supports a customer service platform environment that helps service teams assist customers 24x7. The technology ecosystem comprises a blend of internal tools and third-party vendor platforms, such as contact center, CRM, helpdesk, telephony, workflow, user access, and operational support systems.

This is a fully remote, US-only, hourly W2 position with benefits. Candidates will be employed by BlueInGreen, paid hourly through BlueInGreen payroll, and assigned to support a confidential enterprise client. Long-term extension or potential conversion may be possible based on performance, business needs, and client approval, but is not guaranteed.

You will be working for a strongly founded Digital, Mobile, and Application Development company in a capacity where you can use your system administration experience, customer service technology knowledge, technical operations background, documentation skills, and ability to support high-availability service environments.

Client work is for one of the top Fortune 500 clients, where their technology is forward-thinking, highly visible, and innovative. You will help ensure customer service platforms, workflows, access processes, and integrations are configured correctly, monitored effectively, and supported with clear documentation and operational discipline.

This position is responsible for representing technology operations through all phases of system configuration, workflow support, QA validation, issue resolution, and stakeholder partnership. The hourly rate is negotiable based on skillset, experience, and overall fit for the role.

Our staff is located in Portland, Oregon, and Salt Lake City, Utah. We offer a collaborative culture, we work hard, and we have a lot of fun.

As a W2 employee of BlueInGreen, you will be eligible for benefits. Benefits may include health coverage, dental, vision, paid time off or paid sick leave where applicable, and additional employee perks based on eligibility and assignment details. Full benefits information will be provided during the hiring process.

• Develop, configure, and maintain customer service platform workflows across internal and third-party systems
• Support contact center technology, CRM, helpdesk, telephony, toll-free number routing, user access, content management, and related customer service tools
• Configure new workflows to support business initiatives, product launches, operational changes, and customer support needs
• Monitor workflows for performance, stability, accuracy, and operational readiness
• Handle access, configuration, change, and internal support requests according to priority and SLA expectations
• Troubleshoot configuration issues, identify root causes, and escalate bugs or platform issues to the right support or engineering teams
• Maintain documentation for software configurations, workflows, procedures, support paths, known issues, changes, and troubleshooting steps

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• Create or update training materials that help support teams identify issues, understand workflows, and escalate problems correctly
• Define QA acceptance criteria and perform manual testing against existing and newly configured workflows
• Validate system behavior, access paths, routing logic, escalation paths, and workflow outcomes
• Partner with QA specialists on test planning, execution, defect validation, regression testing, and release readiness
• Support a gradual shift toward test automation and AI-assisted test coverage where appropriate
• Partner with Customer Service Product, Customer Service Operations, Engineering, QA, vendors, and support teams to ensure systems and workflows are set up correctly
• Translate operational needs into clear configuration requirements and actionable technical tasks
• Communicate risks, blockers, status updates, change impacts, and support issues across technical and non-technical audiences
• Support structured change management practices, including staged rollouts, rollback planning, and production readiness reviews
• Contribute to incident response, troubleshooting, and operational support in a 24x7 customer service environment
• Help improve documentation, workflow governance, support procedures, and platform administration best practices
  

• 5+ years of experience as a system administrator, technical operations specialist, application administrator, or similar role within a customer service, contact center, or support technology environment
• Strong experience administering customer service technology stacks, including CCaaS, CRM, helpdesk, telephony, toll-free number routing, user access management, CMS, and workflow platforms
• Hands-on experience with tools such as Sprinklr, Genesys, Zendesk, Twilio, Lumen, or similar systems
• Experience configuring IVR, routing, support workflows, case/ticket flows, agent tools, escalation paths, or contact center operations systems
• Strong understanding of system configuration, workflow administration, access management, change requests, and production support
• Experience creating clear documentation for configurations, procedures, support processes, troubleshooting guides, and system changes
• Experience defining QA acceptance criteria, performing manual testing, and collaborating with QA on test coverage and defect validation
• Experience with structured change management practices, including change logs, staged rollouts, impact assessment, and rollback planning
• Demonstrated proficiency with tools such as Google Workspace, Jira, Confluence, Kibana, Tableau, Slack, and AI-assisted productivity tools
• Ability to troubleshoot across multiple systems, identify whether issues are configuration-related or bug-related, and escalate appropriately

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• Strong communication skills with the ability to collaborate across product, operations, engineering, QA, vendor, and support teams
• Ability to operate effectively in an always-on, 24x7 customer support environment with SLA pressure, incident response needs, and possible on-call responsibilities
• Strong attention to detail, ownership, organization, and follow-through
• Comfortable working in fast-moving environments with multiple priorities and cross-functional stakeholders
• Self-driven and able to work through ambiguity while keeping stakeholders informed
• Must be able to use a Mac as the primary working device for this assignment
• Must be located in the United States and perform work from within the United States
• Must be eligible to work as a direct hourly W2 employee of BlueInGreen
• Direct applicants only; no recruiting agencies, third-party vendors, employer-of-record arrangements, or corp-to-corp submissions
• Must be able to complete Form I-9 employment eligibility verification if hired
• Must be willing to complete a background check, subject to applicable law and required candidate authorization
• Must understand this is an hourly W2 contract role with benefits, and extension or full-time conversion may be possible, but is not guaranteed
  

• Experience supporting large-scale customer service platforms for consumer-facing digital products
• Experience with IVR, call routing, TFN/toll-free number workflows, agent desktop tools, chat, email, or omnichannel customer service systems
• Experience with observability, dashboards, reporting, or operational monitoring tools
• Experience supporting globally distributed customer service teams
• Experience with test automation, AI-assisted QA, or workflow validation tools
• Experience creating training materials for customer service agents, operations teams, or technical support teams
• Experience in media, entertainment, streaming, subscription, payments, account support, or high-volume consumer support environments
• Experience participating in on-call rotations, incident management, SLA-driven support, or 24x7 technical operations
  

BlueInGreen is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.