Technical Operations Specialist

7 days ago


Pasig, National Capital Region, Philippines Neolytix Full time
Key Responsibilities

We are seeking a highly skilled Systems Administrator & Implementation Specialist with hands-on experience in deploying and managing SaaS-based Customer Service Management platforms like Kustomer, Zendesk, Intercom and Contact Center solutions like Dialpad or 8x8.

  • SaaS/CRM Implementation & Configuration: Lead the setup, customization, and integration of Customer Service Management and contact center software to meet business requirements.
  • Configure user roles, permissions, workflows, and automation rules.
  • Collaborate with stakeholders to define and document system requirements and processes.
  • Ongoing User management (add, remove, maintain, configure access/ rights) for the platform.

Contact Center Administration: Administer Dialpad or similar VoIP/contact center platforms, ensuring high availability and reliability.

  • Set up call routing logic, IVR menus, and AI-enabled features for efficient customer interactions.
  • Monitor and troubleshoot call quality, network connectivity, and system performance.
  • Ongoing User management (add, remove, maintain, configure access/ rights) for the platform.

Ai Feature Deployment: Work with vendors or internal data science teams to implement AI-powered functionalities (e.g., chatbots, predictive routing, sentiment analysis).

  • Assist in training and fine-tuning AI models to improve accuracy and customer satisfaction.
  • Continuously evaluate AI tools and features to enhance the customer support experience.


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