Systems Administrator Operations Support Specialist

We are seeking an experienced Systems Administrator / Operations Support Specialist to support mission-critical enterprise and contact center applications. This role is responsible for systems administration operational support application troubleshooting software deployments user access management and performance monitoring within a complex IT environment.

The successful candidate will collaborate with business stakeholders technical teams vendors and support groups to ensure system reliability availability and continuous improvement.

• Manage day-to-day systems administration and operational support activities.
• Configure and maintain user accounts permissions backups and recovery processes.
• Perform software upgrades patch management and system maintenance.
• Monitor system performance and resource utilization to ensure optimal operations.
• Install configure and support networked systems and infrastructure.

• Investigate and resolve complex application and production issues.
• Support enterprise and contact center applications.
• Work with vendors and internal teams to troubleshoot incidents and implement solutions.
• Ensure changes and enhancements are successfully deployed and communicated.

• Analyze business and technical requirements and recommend effective solutions.
• Participate in system implementation testing deployment and support activities.
• Contribute to service management SLA support and technical documentation.
• Assist with vendor evaluations and technical assessments when required.

1. Experience in systems administration operations support production support and user access management
2. Strong troubleshooting root-cause analysis and problem-solving skills
3. Experience supporting distributed and networked environments
4. Hands-on experience with Contact Center technologies including:

• Amazon Connect (Required)
• ComputerTalk / IceBar (Preferred)
• NICE Workforce Management (WFM) (Nice to Have)

• Software upgrades and patch management
• Middleware gateways and communication protocols
• System monitoring and performance optimization

• Public Sector / Ontario Public Service (OPS) experience
• Knowledge of OPS IT Service Management frameworks
• Experience with application development databases networking and security technologies
• Familiarity with AODA accessibility standards
• Experience with programming or scripting languages
• Willingness to learn and support emerging contact center technologies

• Strong analytical and problem-solving mindset
• Excellent customer service and stakeholder management skills
• Ability to work independently and collaboratively in a fast-paced environment
• Proven ability to manage priorities and meet deadlines
• Strong documentation and communication capabilities

If you have experience supporting enterprise systems and contact center platforms especially Amazon Connect wed love to hear from you.