System Administrator (General)

DescriptionAbout UsAt Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.Position SummaryWe are seeking a System Administrator Generalist to serve as the subject matter expert for Gifthealth’s contact center technology ecosystem, including telephony, workforce management, quality monitoring, and support platforms. This position plays a key role in ensuring operationalreadiness, system reliability, and long-term platform management. The System Administrator will support day-to-day technical operations, maintain system configurations, and partner closely with end-users and cross-functional teams to ensure efficient, compliant, and scalable tool performance.Key ResponsibilitiesServe as a system administrator for contact center applications and tools including Zendesk, CallMiner, Assembled, and potential future applications.Act as a technical liaison and work closely with internal end-users to gather requirements and implement configurations to meet business needs.Support Run-The-Business (RTB) work such as troubleshooting, system maintenance, andincident resolutionConfigure user roles, groups, macros, triggers, automations, SLAs, and custom fields to match operational needsDesign and implement automation workflows to streamline ticket handling, reduce manual tasks, and improve response timesProactively identify, test, and deploy new features or enhancements to strengthen CX technology infrastructureMaintain detailed system documentation and configuration standards.Collaborate with WFM and Operations teams to configure routing, capacity planning, and reporting systems for efficiencyEnforce structured change management.Collaborate with Engineering, Operations, CX, and vendors for cross-platform alignment, conduct feature rollouts, resolve issues and implement improvements.Monitor system performance, identify optimization opportunities, and recommendenhancements. Ensure compliance with security, data integrity, and operational policies. Conduct regular audits to ensure data accuracy, system compliance, and automation reliability.Train and support end-users in tool functionality and best practices.QualificationsQualificationsEducation: Bachelor’s degree in Information Systems, Computer Science, Business Systems, or equivalent experience.Licensure/Certification: Relevant platform certifications (e.g., Zendesk Administrator) preferred but not required.ExperienceExperience with CallMiner, Five9 or Assembled is preferred.Experience with Zendesk is required. (3+ YOE)Experience supporting contact center operations, system configurations, and platformSkillsDeep understanding of contact center technologies, telephony routing, and workflow configuration.Strong troubleshooting and analytical skills.Ability to manage multiple systems and competing priorities.Excellent communication skills for supporting stakeholders and end-users.Proven ability to support distributed or cross-functional groups.Strong understanding of customer service and operational workflows.Ability to translate technical issues into clear, actionable steps.Work EnvironmentLocation: RemoteSchedule: Full-timeMay require availability during system incidents, scheduled maintenance, or migrations.Regular meetings with Operations, CX, Engineering, and vendor partners.Key Essential FunctionsMust be able to work at a computer for extended periods.Must be able to manage multiple concurrent technical tasks.Must be able to participate in virtual meetings and system walkthroughs.Employment ClassificationStatus: Full-timeFLSA: ExemptEqual Employment Opportunity (EEO) StatementGifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!DisclaimerThis job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.