Application Administrator

Overview We are seeking an experienced Application Administrator to support and enhance a highly visible, business‑critical contact center environment. This role focuses on administering and supporting IVR application and internally managed IVR systems, ensuring system stability, performance, and continuous improvement. The ideal candidate brings strong contact center technology experience, excels in incident management and troubleshooting, and can effectively communicate with both technical teams and business units. Responsibilities Provide daily administration and operational support for the contact center platforms Monitor system health and respond to incidents impacting call center availability and performance Perform Tier 2 / Tier 3 troubleshooting related to IVR workflows and call routing, system integrations and internal infrastructure, contact center platform issues and outages Act as a key point of contact during high‑visibility production incidents Lead or support troubleshooting efforts and coordinate communication across technical teams and business units Escalate platform‑related issues to vendors and manage resolution through third‑party support partners Support internally managed IVR systems, including call flow troubleshooting and optimization Translate technical issues into clear, business‑friendly updates for stakeholders and leadership Participate in projects and initiatives focused on IVR enhancements, workflow optimization, and AI‑ or automation‑driven customer experience improvements Qualifications Strong experience in application administration and application support Hands‑on experience supporting contact center platforms Proven Tier 2 / Tier 3 troubleshooting experience in a production environment Experience supporting or troubleshooting IVR systems and call routing workflows Strong incident and escalation management skills Excellent communication and customer service skills with the ability to engage business and technical stakeholders Experience with requirements gathering and supporting business‑driven solutions Ability to work onsite in downtown Honolulu (located in Hawaii) Job Type & Location Contract to hire position based out of Honolulu, HI. Must be located in Hawaii and able to work onsite in downtown Honolulu. Pay and Benefits Pay range: $40.00 - $50.00/hr. Eligible benefits may include the following (subject to eligibility and benefit elections): Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan (Pre‑tax and Roth post‑tax contributions available) Life Insurance (Voluntary Life & AD&D for employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Equal Employment Opportunity The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. Additional Legal Statements San Francisco Fair Chance Ordinance: For positions located in San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use AI to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr TEKsystems