Systems Engineer - Cloud Services

The Wonderful Company•Paragould, AR

7h•Onsite

About The Position

Teleflora provides innovative marketing, education, and technology to make sure our member florists get the resources they need to thrive, creating beautiful bouquets with keepsake vases delivered to your door. We’ve been a part of The Wonderful Company family since 1979, and with a nationwide network of florists, we’ve become the world’s largest flower delivery service. With more than 10,000 member florists in North America, we lead the industry by working directly with our florists to hand-arrange and hand deliver every bouquet! This is an exciting opportunity to join a fast‑paced, technology‑driven organization in a highly visible and innovative role. In this position, you will provide system administration, technical support, and technical leadership across Teleflora’s cloud-based contact center, telephony, and collaboration platforms. Leveraging both your technical expertise and strong interpersonal skills, you will work closely with stakeholders at all levels of the organization to understand business requirements and design effective solutions that meet customer and operational needs. The ideal candidate demonstrates a strong understanding of corporate objectives and strategic goals, and consistently aligns technology solutions to support and advance the broader business mission.

Requirements

5+ years equivalent work experience
Solid proficiency in supporting cloud based applications such as Nice UserHub administration, Studio scripting, and other SaaS telephony and contact center applications
Solid experience supporting 24x7x365 mission critical large multi-site call center environments
Previous hands-on administration experience working with Enterprise-class business critical applications
Demonstrate technical aptitude and enthusiasm in the various system technologies and disciplines
Technical and system administration expertise with cloud based applications including Microsoft, Nice, 3cLogic and others as needed
Technical understanding of enterprise computing, AI, and how various components are interrelated

Nice To Haves

Bachelors Degree preferably in technical disciplines
Knowledge of Microsoft 365 applications, including Teams
Experience working with AI technologies, prompting, training AI agents

Responsibilities

Provide technical and operational support to support various cloud based telephony systems to include Teams Phones Admin, SaaS based contact center, and other contact center technologies
Ensure quality testing is performed, and user review and acceptance of the product has been established prior to production implementation
Provide support of the scripting and contact routing systems including all global and department level requests for voice and digital contacts that route through our contact center groups
Develop reporting for the contact center as required by Teleflora management. Stays abreast of changes to data that may impact contact center reporting and provides proactive guidance to reporting analysts of these potential impacts
Maintain adequate security measures for online and premise based systems supported by our team
Provide contact / communications with vendors and outside service providers as directed
Provide 7x24 on-call support and willing to work in mission critical situations
Coordinate project activities with an emphasis on quality and meeting timelines, ensuring successful implementations, which are focused on positive impact and response from both an internal and external perspective
Use approved methodologies, techniques, and standard best practices in order to effectively manage software for integration of code and customization to minimize the resources required for migration to vendor released upgrades and patches
Provide user assistance for corporate wireless telecommunications devices including ordering, troubleshooting, cost tracking and analysis
Maintain toll-free database files and makes changes as needed and dictated by the business
Maintain awareness of project status, identifying conflicts and proactively communicating them to the appropriate individuals / department(s)
Confers with technical resources in the event errors require a change of instructions or sequence of operations
Execute powershell commands to implement changes to Microsoft Cloud services for add/moves/changes to users, reporting, policies, etc
Perform activities in compliance with IT standards and procedures, audit requirements, reliability, quality and security.
Track telecommunications costs to budget and performs analysis of cost to budget variance.
Prepare reporting as required
Perform other tasks as required

Benefits

Access to top-notch medical coverage comprehensive vision and dental plans
401k with match eligibility to secure your financial future
24/7 online physician consultations
Virtual mental health resources
Life coaching
Engaging employee community groups
Cash rewards for healthy habits and fitness reimbursements
Library of on-demand fitness videos
Clear paths for career progression and internal mobility across our diverse family of brands and business units
Dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses
Company-wide mentorship program to share goals, overcome challenges, and drive your career forward
Training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace
Wonderful Giving, allowing you to allocate company-provided funds to up to three charities of your choice
Wonderful Neighbor to contribute to group service projects within our local communities