Systems Administrator

TEKsystems • Honolulu, HI

2d • $40 - $50 • Onsite

About The Position

We are seeking an experienced Systems Administrator to support and enhance a highly visible, business-critical contact center environment. This role focuses on administering and supporting their 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. Candidates must be located in Hawaii and able to work onsite in downtown Honolulu.

Requirements

• 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
• Must be located in Hawaii

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

Benefits

• 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 the 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed