Platform Administrator / Systems Engineer

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: • 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.