CSR Technology Administrator (CRM, Contact Center & AI Systems)

Job Description

Job Description

RemX is seeking a tech-savvy, solutions-oriented professional for a CX Technology Administrator role with our client. This position is ideal for someone who enjoys optimizing systems, improving processes, and leveraging technology to enhance both the employee and customer experience.

As the operational backbone of the Customer Experience technology ecosystem, you will administer and support critical platforms, drive process improvements, assist with AI and automation initiatives, and collaborate across multiple business functions. This is an exciting opportunity for someone who wants to move beyond system administration and play a key role in innovation and continuous improvement.

Apply today if you're passionate about technology, process optimization, customer experience, and leveraging innovative solutions to drive business success.

Title: CX Technology Administrator

Location: Onsite
Compensation: $70,000 - $90,000
Employment Type: Temp-to-Hire (Direct Hire possible for the right candidate)

Key Responsibilities

Customer Experience Technology Administration

• Administer and maintain customer-facing technologies, including CRM, telephony, chat, SMS, workforce management, quality monitoring, eCommerce, and AI-enabled platforms.
• Configure user accounts, permissions, team structures, communication channels, and system access.
• Provision accounts, licenses, and application access for new employees.
• Test, validate, and deploy system updates, enhancements, and configuration changes.
• Maintain documentation for workflows, system configurations, policies, and procedures.

Troubleshooting & Operational Support

• Serve as the primary point of contact for technology-related support requests.
• Troubleshoot application and system issues, identify root causes, and implement effective solutions.
• Partner with internal IT teams and external vendors to resolve complex technical issues.
• Monitor system integrations, workflows, automations, bots, and AI-driven tools to ensure optimal performance.
• Identify recurring issues and proactively recommend process improvements.

Compliance, Security & Data Integrity

• Conduct routine audits of user accounts, permissions, licenses, and access controls.
• Support compliance initiatives and maintain audit-ready documentation.
• Validate system-generated data and investigate reporting discrepancies.
• Ensure data integrity while adhering to security and privacy best practices.

Analytics & Continuous Improvement

• Develop and distribute operational reports and dashboards.
• Analyze performance trends and system metrics to identify opportunities for optimization.
• Recommend automation solutions and process improvements that enhance efficiency and customer experience.
• Participate in AI, automation, and technology innovation initiatives across the organization.

Required Qualifications

• 2+ years of experience administering or supporting technology platforms within a contact center, customer service, customer support, or customer experience environment.
• Hands-on experience with one or more of the following:
• • CRM platforms
  • Telephony systems
  • Workforce Management (WFM) tools
  • Quality Monitoring platforms
  • Ticketing systems
  • eCommerce applications
• Experience supporting omnichannel customer environments, including phone, email, chat, SMS, and social media.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Exceptional attention to detail and commitment to accuracy.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Experience with AI-enabled customer experience platforms, chatbots, automation tools, or generative AI solutions.
• Experience working with platforms such as:
• • Gladly
  • Salesforce
  • SAP
  • Aptos
  • Playvox
  • QEval
• Advanced proficiency with Microsoft Excel, Teams, SharePoint, Word, and PowerPoint.
• Experience supporting retail, eCommerce, or consumer-focused organizations.

What Will Make You Stand Out?

We're especially interested in candidates with experience in:

• Technology Administration
• Configuration Management
• System Troubleshooting
• Security & Access Controls
• Process Improvement
• AI & Automation Implementation
• Documentation & Change Management
• Cross-Functional Collaboration

Why Join?

This role offers the opportunity to:

• Own and optimize critical customer experience technologies.
• Influence how AI and automation are utilized throughout the organization.
• Partner directly with Operations, eCommerce, Marketing, and IT leaders.
• Drive meaningful improvements that impact both employees and customers.
• Grow your career in a collaborative, forward-thinking organization that values innovation and continuous improvement.

\nCompany Description

The professional staffing division of EmployBridge, America's Leading Workforce Specialist:
When our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Company Description

The professional staffing division of EmployBridge, America's Leading Workforce Specialist:\r\nWhen our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.\r\n\r\nWe are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.