Platform Administrator / Systems Engineer

Here’s a fully expanded, high-impact LinkedIn job post that stays sharp but gives enough depth to attract senior-level operators and filter out noise. Company: axisCloud.ai Location: Remote (US preferred) Type: Full-Time About axisCloud.ai axisCloud.ai delivers AI-powered omnichannel contact center solutions built for scale, efficiency, and predictability. We enable organizations to manage all inbound and outbound customer interactions —voice and digital—through a unified platform powered by AI agents and live agents working together. Our approach is simple: AI handles volume Humans handle complexity The system is fully orchestrated The Role We are hiring a Platform Administrator / Systems Engineer who can build, configure, and operate modern AI-driven contact center environments end-to-end. This is a builder role , not a support role. You will take real business requirements (often complex RFPs) and turn them into fully functional CX systems that handle: Inbound customer interactions across all channels Outbound engagement campaigns AI automation with intelligent escalation to live agents If you’ve only used a contact center platform, this is not for you. You must have configured and deployed them. What You Will Be Responsible For Omnichannel Workflow Design Design and implement customer journeys across multiple channels : Voice (IVR, call flows) SMS (A2P messaging) WhatsApp Business Email Web chat and social channels Build logic-based workflows that adapt based on customer intent, behavior, and channel AI Agent Configuration Configure AI agents (voice + chat) including: Intents and conversation flows Task execution logic Automation paths vs escalation triggers Define AI containment strategies (what AI handles vs what escalates) Ensure smooth handoff to live agents with full context Inbound Routing & CX Architecture Configure: IVRs and call flows Skill-based routing Queues and agent groups SLAs and priority logic Design hybrid models: AI-first Human-first Blended Outbound Campaign Management Build and manage: Predictive dialer campaigns Progressive dialer campaigns SMS and WhatsApp outbound flows Optimize: Contact strategies Retry logic Campaign performance Platform Ownership Own the full lifecycle : Configuration Testing Deployment Optimization Troubleshoot: Workflow failures Routing issues Channel delivery problems Continuously improve: Automation rates Response times Customer experience Client & Internal Collaboration Translate client requirements / RFPs into technical execution Work closely with: Sales Product Customer teams Clearly communicate what is possible, what is optimal, and what should not be done Required Experience (Strict Requirement) You must have hands-on configuration experience in at least one of the following platforms: Five9 NICE CXone Cognigy InConcert ConnexOne ConnexAI If you have not built workflows, routing logic, or campaigns yourself , this role will not be a fit. Core Skills & Technical Competencies Strong understanding of CCaaS / contact center architecture Deep experience with: Workflow builders / journey orchestration Dialers (predictive / progressive) Omnichannel routing Solid knowledge of: WhatsApp Business API use cases and constraints SMS (A2P messaging compliance and behavior) Voice/SIP fundamentals Ability to design AI-first CX systems with human fallback Strong troubleshooting and system optimization mindset Preferred (Strong Advantage) Experience deploying AI voice agents API integration experience (CRM, PBX, third-party tools) Experience with contact center analytics and reporting Bilingual (English / Spanish) What Success Looks Like You can take a complex, multi-channel RFP and turn it into a working system AI handles a significant portion of interactions without breaking CX quality Live agents receive only high-value, context-rich escalations Outbound campaigns run efficiently across voice and messaging The system is stable, scalable, and optimized Why Join axisCloud.ai Work on real AI-driven CX deployments , not theory Build systems that directly impact revenue and operations Be part of a platform designed for scale and efficiency High ownership, no bureaucracy How to Apply Send: Your resume Platforms you have configured (be specific) One real example of a workflow or campaign you built end-to-end If you’re the type who can take chaos (RFPs, channels, AI, agents) and turn it into a clean, working system , we want to talk. #J-18808-Ljbffr