Job Description

• 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

Qualifications

Education: Bachelors Degree preferably in technical disciplines and/or 5+ years equivalent work experience.

Experience and Knowledge:

• Solid proficiency in supporting cloud based applications such as Nice UserHub administration, Studio scripting, and other SaaS telephony and contact center applications
• Preference given to candidates with knowledge of Microsoft 365 applications, including Teams
• Experience working with AI technologies, prompting, training AI agents preferred
• Solid experience supporting 24x7x365 mission critical large multi-site call center environments
• Previous hands-on administration experience working with Enterprise-class business critical applications
• Must demonstrate technical aptitude and enthusiasm in the various system technologies and disciplines
• Must 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 is a must

Working Conditions:

• Work is performed in an inside-office environment
• Ability to occasionally move, carry or lift up to 50 pounds

Additional Information

• Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including: * 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
• Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units.
• Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses.
• Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward.
• Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace.
• Building a Healthy Society: We focus on improving the social determinants of a healthy society-quality education and medical care, economic mobility, and a healthy environment-to help build thriving communities. Wonderful CSR
• Giving Back to the Community: Make a difference with Wonderful Giving, allowing you to allocate company-provided funds to up to three charities of your choice, and join Wonderful Neighbor to contribute to group service projects within our local communities.

Say everything and share your "Love Out Loud™" with the gift of Teleflora® flowers—all made by hand and delivered by hand by your local florist. With more than 10,000 member florists in North America alone, Teleflora offers the kind of personal touches, artistry and expertise you expect from a trusted neighborhood florist—even if that neighborhood is across the country. No prepackaged flowers in nondescript boxes dropped on your doorstep—Teleflora's network of professional florists creates artistic arrangements personally delivered in a vase, often on the same day. Teleflora makes every day an occasion with a two-in-one gift that includes a multipurpose keepsake container for long-lasting enjoyment. For more, visit: www.teleflora.com, or follow us on Instagram and Facebook and tag your own #LoveOutLoud moment.

Telefora is part of The Wonderful Company, a successful, fast-growing privately held $6 billion company with 10,000 employees worldwide. The Wonderful Company’s connection to consumers has health at its heart and giving back in its DNA. The company has a long-standing commitment to corporate social responsibility, including more than $1 billion invested in environmental sustainability; $65 million in charitable giving, education initiatives, and innovative health and wellness programs each year; and $143 million toward the construction of two charter school campuses in California’s Central Valley. To view the current Corporate Social Responsibility report, visit csr.wonderful.com.

The Wonderful Company is an Equality Opportunity Employer that provides opportunities for advancement. We are committed to creating a diverse workforce that embodies a deep culture of acceptance, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, region, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.

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