IT Operations Admin II (Hybrid- Oak Brook, IL)

The IT Operations Admin II will report to the Application Operations Manager in the Technology Department. This role is responsible for providing technical and functional support for the CXOne application suite of products used by Inspira. This position serves as a supporting interface with the Operations and Client Service teams to build, maintain, and provide processes for using the applications. Working within a team environment, IT Operations Admin assists in system creation, documents how an application functions, conducts training sessions, and studies, understands, and analyzes multiple data sources to find patterns and dependencies.

This role will address potential single points of failure and ensure robust and reliable support for the business units and enterprise-wide initiatives. Additionally, this role serves as the in-house subject matter expert, driving stability, efficiency, and continuous improvement in our telecom environment.

This role will assist in monitoring Application Support inboxes, triaging and responding to inquiries related to Inspira applications and products. You will also be responsible for logging bugs and defects that arise as a result of your investigations.

The IT Operations Admin II role plays an important part in our company’s product development process. The ideal incumbent will be creative, client focused, solutions-driven, organized, and have exceptional interpersonal skills.

Duties & Responsibilities:

• In-house expert for CXOne system administration, configuration, and troubleshooting.
• Design and develop IVR workflows using CXOne Studio
• Integrate CXOne with external systems via APIs (REST, SOAP, SQL)
• Configure users, skills, campaigns, and dashboards.
• Ensure CXOne configurations adhere to internal security policies and industry compliance standards (e.g., PCI, HIPAA).
• Provide day-to-day operational support for telecom systems, ensuring uptime, reliability, and compliance with SLAs.
• Partner with Inspira Business Units and IT stakeholders to ensure smooth execution of business initiatives requiring CXOne integration or enhancements by analyzing customer interaction data and recommending improvements to workflows, routing logic, and self-service options.
• Proactively identify and mitigate risks related to system performance, security, and redundancy.
• Develop, maintain, and update documentation, workflows, and escalation procedures for telecom operations.
• Manage vendor interactions strategically while reducing dependency on external support.
• Provide support for incident response, root cause analysis, and resolution of telecom-related outages.
• Contribute to strategic planning for system scalability and future technology enhancements.
• Configure and optimize CXOne workflows with other Inspira platforms, including Salesforce and Omilia.
• Train and mentor internal teams on CXOne tools, features, and best practices.
• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Assist in the maintenance and enhance performance of all new and existing software and applications across the organization.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Stay current on knowledge of trends in technology relating to software applications.
• Willing to cross-train to better assist co-workers and to provide maximum efficiency in organization.
• Ensure application/system quality, integrity, and performance.
• Provide hands-on application management for mission critical systems.
• Assist with unit testing, debugging, code releases and upgrades of existing software.

Qualifications

Education & Experience:

• 3-5 years of experience in a Technical Client Support role or a Technical Analyst role
• Bachelor’s degree in computer science, Information Systems, or related field
• Industry certifications (e.g., NICE CXOne certifications, CCNA, ITIL).
• Experience supporting large-scale contact center operations.
• Familiarity with Workforce Management (WFM), CRM integrations (Salesforce, ServiceNow), and VoIP systems.
• Project management or process improvement experience.
• Strong understanding of IVR, ACD, Workforce Management, call routing, and reporting functionalities.
• Possess sound technical experience in fast-paced financial services environments.
• Understanding of MS Office Applications, including SharePoint, Visio, and Project
• Strong client service orientation
• Strong analytical skills, follow-up capability, and problem-solving ability
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal and oral communication skills
• Capable of respectful, strong working relationships with business units from non-technical users to technical leads to developers
• Highly self-motivated and directed.
• Provides excellent service to internal and external clients.
• Maintains composure in highly stressful or adverse situations.
• Previous experience supporting applications and products.
• Working knowledge of SQL query and reporting
• Excellent analytical and critical thinking skills with the ability to analyze and solve problems.
• Ability to identify and document solutions to business problems with accuracy.
• Ability to coordinate and manage multiple projects and deadlines simultaneously.
• Ability to mentor junior members of the team.