Systems Administrator & Implementation Specialist (SaaS/CRM/Contact Center) - Hybrid

Pasig City, Metro Manila, Philippines
Full Time
Experienced

Job Title: Systems Administrator & Implementation Specialist (SaaS/CRM/Contact Center) 

Location: Eastwood, Metro Manila, Philippines - Hybrid 

Employment Type: Full-Time 

About the Role 

We are seeking a highly skilled Systems Administrator & Implementation Specialist with hands-on experience in deploying and managing SaaS-based Customer Service Management platforms like Kustomer, Zendesk, Intercom and Contact Center solutions like Dialpad or 8x8.  

In this role, you will oversee the end-to-end implementation of customer service platforms (e.g., Zendesk, Intercom, Kustomer) and contact center tools (e.g., Dialpad), including AI-driven features such as AI Scorecards, building AI workflows, chatbots and intelligent routing. You will work closely with cross-functional teams—including Customer Support, IT, and Operations—to ensure smooth integration, optimal performance, and continuous improvement of these mission-critical systems. 

Key Responsibilities 

  1. SaaS/CRM Implementation & Configuration 

  • Lead the setup, customization, and integration of Customer Service Management and contact center software to meet business requirements. 

  • Configure user roles, permissions, workflows, and automation rules. 

  • Collaborate with stakeholders to define and document system requirements and processes. 

  • Ongoing User management (add, remove, maintain, configure access/ rights) for the platform 

  1. Contact Center Administration 

  • Administer Dialpad or similar VoIP/contact center platforms, ensuring high availability and reliability. 

  • Set up call routing logic, IVR menus, and AI-enabled features for efficient customer interactions. 

  • Monitor and troubleshoot call quality, network connectivity, and system performance. 

  • Ongoing User management (add, remove, maintain, configure access/ rights) for the platform 

  1. AI Feature Deployment 

  • Work with vendors or internal data science teams to implement AI-powered functionalities (e.g., chatbots, predictive routing, sentiment analysis). 

  • Assist in training and fine-tuning AI models to improve accuracy and customer satisfaction. 

  • Continuously evaluate AI tools and features to enhance the customer support experience. 

  1. System Maintenance & Upgrades 

  • Coordinate with software vendors to schedule and implement system updates, patches, and upgrades. 

  • Perform routine audits to ensure data integrity, security, and compliance with relevant regulations. 

  • Proactively identify and resolve issues to minimize downtime and disruptions. 

  1. User Support & Training 

  • Provide Tier 2/3 support for technical issues, offering quick resolution and detailed root-cause analysis. 

  • Conduct training sessions or create documentation to help teams effectively use the software. 

  • Gather feedback from end-users to drive system improvements and optimize workflows. 

  1. Performance Analysis & Reporting 

  • Generate and analyze reports on system metrics (e.g., ticket volume, call quality, AI bot performance). 

  • Propose enhancements to improve key performance indicators (KPIs) like resolution time and customer satisfaction. 

  • Partner with management to align system configurations with business goals. 

Qualifications & Experience 

  • Educational Background 

  • Bachelor’s degree in Computer Science, Information Technology, or a related field; equivalent experience may be considered. 

  • Technical Skills & Expertise 

  • Proven experience administering SaaS-based CRM platforms (Zendesk, Intercom, Kustomer, Salesforce, or similar). 

  • Hands-on experience with contact center software (Dialpad, Five9, Avaya, or similar), including VoIP configurations and call routing. 

  • Familiarity with AI/ML-driven tools, chatbots, or automation features is highly desirable. 

  • Proficiency in scripting or basic coding (e.g., Python, JavaScript) for integrations and workflow automations is a plus. 

  • Professional Experience 

  • 2-3+ years in a Systems Administrator, Implementation Specialist, or similar role with CRM and/or contact center platforms. 

  • Experience working with APIs, data migrations, and third-party integrations. 

  • Demonstrated track record of successful end-to-end implementations. 

  • Soft Skills & Personal Attributes 

  • Strong analytical, problem-solving, and troubleshooting abilities. 

  • Excellent communication skills (written and verbal) for user training and cross-team collaboration. 

  • Ability to manage multiple projects and priorities in a fast-paced environment. 

  • Proactive, detail-oriented, and passionate about continuous improvement. 

Why Join Us? 

  • Innovative Environment: Be at the forefront of modern customer service and AI technologies. 

  • Career Growth: Gain exposure to complex, large-scale implementations that bolster your technical skillset. 

  • Collaborative Culture: Work alongside a talented team in an environment that values knowledge sharing and teamwork. 

  • Competitive Compensation: We offer a competitive salary package, performance bonuses, and comprehensive benefits. 

  • Convenient Location: Our office in Eastwood, Metro Manila, is accessible and surrounded by amenities, making work-life balance more achievable. 

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