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LDTeleCom Linkedin · Posted 4mo ago

Platform Administrator / Systems Engineer

Coral Gables, Florida, United States

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Here’s a fully expanded, high-impact LinkedIn job post that stays sharp but gives enough depth to attract senior-level operators and filter out noise:




Platform Administrator / Systems Engineer (AI Omnichannel CX)


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
  • Email
  • 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:


  1. Your resume
  2. Platforms you have configured (be specific)
  3. 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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