JR. Systems Specialist; (8x8 & Zapier Specific)

Apexchat•Jacksonville, FL

34d•$40,000 - $80,000•Remote

About The Position

We are seeking a JR. Systems Specialist with a minimum of three years of extensive experience with the 8x8 platform. The ideal candidate will be responsible for live-monitoring agents, optimizing 8x8 system usage, and improving workflows through Zapier automation. This role reports directly to the Director of Call Center Services and involves collaboration to ensure seamless contact center performance. This position is remote, but you must be based in the United States and pass a clear background check. You must be ready to start within 4-7 days of hire.

Requirements

3+ years of experience working with 8x8 systems (must provide a portfolio or video presentation demonstrating experience).
Proven experience with Zapier for workflow automation and optimization.
Excellent written and verbal communication skills.
Availability for on-call duties, including weekends and holidays.
Ability to work remotely with full-time availability (8 am - 5 pm EST) or (10 am - 7 pm EST).
Must have personal equipment, including: Two monitors minimum High-speed internet with backup USB noise-canceling headset Distraction-free home office
Must be based in the United States and able to pass a clear background check.

Responsibilities

Live-monitor agents to ensure efficient use of 8x8 systems.
Ensure optimal usage of all 8x8 features, identifying areas for improvement.
Build and maintain 8x8 systems, including the Contact Virtual Center, Dashboards, Call Quality, and Intake Forms.
Create and manage workflows using Zapier (Zap Paths, Tables, Interfaces).
Be available for on-call duties (weekends and holidays).
Troubleshoot and resolve any 8x8-related system issues in real-time.
User Account and Permissions Management: Oversee the creation, modification, and management of user accounts, ensuring agents have the correct access and permissions.
Network and System Monitoring: Continuously monitor the 8x8 platform to ensure optimal performance and troubleshoot any system issues.
Data Backup and Security: Implement backup operations and ensure the security of system data to protect against data loss or unauthorized access.
Collaboration with Vendors: Work with vendors to address technical issues, procure new technology solutions, or assist in system upgrades.
Documentation: Maintain comprehensive documentation of system configurations, updates, and procedures to support future troubleshooting and compliance.
Automation and Scripting: Develop and implement scripts or automation tools to streamline routine tasks and optimize system operations.
Problem-Solving and Root Cause Analysis: Investigate and resolve recurring technical issues by analyzing logs and performance metrics.
Disaster Recovery and Failover Procedures: Contribute to disaster recovery plans to minimize downtime during emergencies or system failures.