Job description
The Customer Service Systems Administrator is responsible for the administration, optimization, and continuous improvement of our Case Management System (CMS), which supports customer operations, internal workflows, and automation initiatives within the Customer Service Department. This role plays a critical part in system reliability, integration, data integrity, and the use of AI-driven tools to automate caseload resolution, improve efficiency, and decision-making across the organization.
Additionally, this role supports the implementation and governance of agentic AI capabilities, enabling autonomous, goal-oriented workflows that can proactively manage and resolve customer interactions with minimal human intervention.