Job Description & Details
The contact‑center landscape is expanding rapidly as businesses shift to omnichannel support, making reliable system administration a high‑impact role. Companies need admins who can keep telephony platforms humming and ensure agents have the tools they need to deliver flawless customer experiences. This System Support Admin position offers a hands‑on opportunity to become the backbone of a busy Fort Worth contact center.
Job Summary
We are looking for a proactive System Support Admin to maintain and troubleshoot our telephony and contact‑center applications (Five9, Humanify, Intradiem). You will configure user access, monitor mailboxes, create documentation, and collaborate with shared services to keep the contact‑center ecosystem running smoothly.
Top 3 Critical Skills Table
| Skill | Why it's critical | Mastery Level |
|---|---|---|
| Telephony system support (Five9/Humanify) | Core platform that agents use for inbound/outbound calls; downtime directly impacts revenue | Senior |
| User provisioning & CX application management | Ensures correct permissions and smooth onboarding for agents and supervisors | Mid |
| Intradiem task scheduling & reporting | Drives workforce management efficiency and accurate staffing forecasts | Mid |
Interview Preparation
- How do you troubleshoot a call routing issue in Five9?
What the interviewer is looking for: Step‑by‑step diagnostic approach, familiarity with Five9 admin console, and ability to communicate findings to non‑technical users. - Explain how you would set up a new user in the CX suite and ensure proper access across shared services.
What the interviewer is looking for: Knowledge of user lifecycle, security groups, and documentation practices. - Describe a time you created or improved process documentation. What was the impact?
What the interviewer is looking for: Ability to write clear SOPs, measure improvements (e.g., reduced tickets), and promote knowledge sharing. - What metrics do you monitor in Intradiem, and how do you act on anomalies?
What the interviewer is looking for: Understanding of workforce‑management KPIs, root‑cause analysis, and corrective actions. - How would you handle a high‑volume telephony mailbox overflow during a system outage?
What the interviewer is looking for: Prioritization, escalation procedures, and communication with stakeholders.
Resume Optimization
- System Support Admin
- Telephony
- Five9
- Humanify
- Intradiem
- User provisioning
- CX applications
- Process documentation
- Workforce management
- Onsite support
Application Strategy
When emailing the recruiter, start with a brief greeting, attach your resume, and clearly reference the System Support Admin role. Highlight your experience with telephony platforms (e.g., Five9), user setup in CX tools, and any Intradiem or workforce‑management projects you’ve handled. Mention at least two of the top skills listed above to show a direct match with the JD.
Career Roadmap
| Current Role | Typical Experience | Core Focus | Next Position |
|---|---|---|---|
| System Support Admin | 2‑4 years in contact‑center tech | Telephony ops, user management, documentation | Senior System Support Lead |
| Senior System Support Lead | 4‑6 years, project ownership | Strategy, cross‑team integration, automation | Contact‑Center Operations Manager |
| Contact‑Center Operations Manager | 6‑9 years, budgeting & staffing | End‑to‑end center performance, vendor management | Director of Customer Experience |