Platform Administrator / Systems Engineer
LDTeleCom
- Coral Gables, Florida, United States
- Coral Gables, Florida, United States
About
fully expanded, high-impact LinkedIn job post
that stays sharp but gives enough depth to attract senior-level operators and filter out noise.
Company:
axisCloud.ai
Location:
Remote (US preferred)
Type:
Full-Time
About axisCloud.ai axisCloud.ai delivers
AI-powered omnichannel contact center solutions
built for scale, efficiency, and predictability.
We enable organizations to manage
all inbound and outbound customer interactions —voice and digital—through a unified platform powered by AI agents and live agents working together.
Our approach is simple:
AI handles volume
Humans handle complexity
The system is fully orchestrated
The Role We are hiring a
Platform Administrator / Systems Engineer
who can
build, configure, and operate modern AI-driven contact center environments
end-to-end.
This is a
builder role , not a support role.
You will take real business requirements (often complex RFPs) and turn them into
fully functional CX systems
that handle:
Inbound customer interactions across all channels
Outbound engagement campaigns
AI automation with intelligent escalation to live agents
If you’ve only used a contact center platform, this is not for you.
You must have
configured and deployed
them.
What You Will Be Responsible For Omnichannel Workflow Design
Design and implement
customer journeys across multiple channels :
Voice (IVR, call flows)
SMS (A2P messaging)
WhatsApp Business
Web chat and social channels
Build
logic-based workflows
that adapt based on customer intent, behavior, and channel
AI Agent Configuration
Configure
AI agents (voice + chat)
including:
Intents and conversation flows
Task execution logic
Automation paths vs escalation triggers
Define
AI containment strategies
(what AI handles vs what escalates)
Ensure smooth
handoff to live agents with full context
Inbound Routing & CX Architecture
Configure:
IVRs and call flows
Skill-based routing
Queues and agent groups
SLAs and priority logic
Design hybrid models:
AI-first
Human-first
Blended
Outbound Campaign Management
Build and manage:
Predictive dialer campaigns
Progressive dialer campaigns
SMS and WhatsApp outbound flows
Optimize:
Contact strategies
Retry logic
Campaign performance
Platform Ownership
Own the
full lifecycle :
Configuration
Testing
Deployment
Optimization
Troubleshoot:
Workflow failures
Routing issues
Channel delivery problems
Continuously improve:
Automation rates
Response times
Customer experience
Client & Internal Collaboration
Translate
client requirements / RFPs into technical execution
Work closely with:
Sales
Product
Customer teams
Clearly communicate what is possible, what is optimal, and what should not be done
Required Experience (Strict Requirement) You must have
hands-on configuration experience
in at least one of the following platforms:
Five9
NICE CXone
Cognigy
InConcert
ConnexOne
ConnexAI
If you have not
built workflows, routing logic, or campaigns yourself , this role will not be a fit.
Core Skills & Technical Competencies
Strong understanding of
CCaaS / contact center architecture
Deep experience with:
Workflow builders / journey orchestration
Dialers (predictive / progressive)
Omnichannel routing
Solid knowledge of:
WhatsApp Business API use cases and constraints
SMS (A2P messaging compliance and behavior)
Voice/SIP fundamentals
Ability to design
AI-first CX systems with human fallback
Strong troubleshooting and system optimization mindset
Preferred (Strong Advantage)
Experience deploying
AI voice agents
API integration experience (CRM, PBX, third-party tools)
Experience with
contact center analytics and reporting
Bilingual (English / Spanish)
What Success Looks Like
You can take a
complex, multi-channel RFP
and turn it into a working system
AI handles a significant portion of interactions
without breaking CX quality
Live agents receive only
high-value, context-rich escalations
Outbound campaigns run efficiently across voice and messaging
The system is
stable, scalable, and optimized
Why Join axisCloud.ai
Work on
real AI-driven CX deployments , not theory
Build systems that directly impact
revenue and operations
Be part of a platform designed for
scale and efficiency
High ownership, no bureaucracy
How to Apply Send:
Your resume
Platforms you have configured (be specific)
One real example of a workflow or campaign you built end-to-end
If you’re the type who can take chaos (RFPs, channels, AI, agents) and turn it into a
clean, working system , we want to talk.
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Languages
- English
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