Systems Engineer - Cloud Services

Teleflora provides innovative marketing, education, and technology to ensure our member florists get the resources they need to thrive, creating beautiful bouquets with keepsake vases delivered to your door. We’ve been part of The Wonderful Company family since 1979 and lead the industry with a nationwide network of over 10,000 member florists who hand-arrange and hand-deliver every bouquet.

About the role

This is an exciting opportunity to join a fast-paced, technology-driven organization in a highly visible and innovative role. You will provide system administration, technical support, and technical leadership across Teleflora’s cloud-based contact center, telephony, and collaboration platforms. Leveraging both your technical expertise and strong interpersonal skills, you will work closely with stakeholders at all levels to understand business requirements and design effective solutions that meet customer and operational needs. The ideal candidate demonstrates a strong understanding of corporate objectives and strategic goals, aligning technology solutions to support and advance the broader business mission. This position is located in Oklahoma City, OK.

Responsibilities

• Provide technical and operational support for various cloud-based telephony systems, including Teams Phones Admin, SaaS-based contact center, and other contact center technologies.
• Ensure quality testing is performed and user review and acceptance of the product is established prior to production implementation.
• Support scripting and contact routing systems, including all global and department-level requests for voice and digital contacts that route through contact center groups.
• Develop reporting for the contact center as required by Teleflora management; stay abreast of data changes that may impact reporting and provide proactive guidance to reporting analysts.
• Maintain adequate security measures for online and premise-based systems supported by the team.
• Provide contact and communications with vendors and outside service providers as directed.
• Provide 24/7 on-call support and work in mission-critical situations.
• Coordinate project activities with an emphasis on quality and meeting timelines, ensuring successful implementations with positive impact from both internal and external perspectives.
• Use approved methodologies, techniques, and standard best practices to effectively manage software for integration of code and customization, minimizing resources required for migration to vendor-released upgrades and patches.
• Provide user assistance for corporate wireless telecommunications devices, including ordering, troubleshooting, cost tracking, and analysis.
• Maintain toll-free database files and make changes as needed and dictated by the business.
• Maintain awareness of project status, identify conflicts, and proactively communicate them to appropriate individuals or departments.
• Confer with technical resources when errors require changes to instructions or sequence of operations.
• Execute PowerShell commands to implement changes to Microsoft Cloud services for add/moves/changes to users, reporting, policies, etc.
• Perform activities in compliance with IT standards and procedures, audit requirements, reliability, quality, and security.
• Track telecommunications costs to budget and perform analysis of cost-to-budget variance; prepare reporting as required.
• Perform other tasks as required.

Requirements

• Bachelor’s degree, preferably in technical disciplines, and/or 5+ years of equivalent work experience.
• Solid proficiency in supporting cloud-based applications such as Nice UserHub administration, Studio scripting, and other SaaS telephony and contact center applications.
• Preference given to candidates with knowledge of Microsoft 365 applications, including Teams.
• Experience working with AI technologies, prompting, and training AI agents preferred.
• Solid experience supporting 24x7x365 mission-critical, large multi-site call center environments.
• Previous hands-on administration experience with enterprise-class business-critical applications.
• Technical aptitude and enthusiasm for various system technologies and disciplines.
• Technical and system administration expertise with cloud-based applications including Microsoft, Nice, 3cLogic, and others as needed.
• Technical understanding of enterprise computing, AI, and how various components are interrelated.

Working Conditions

• Work is performed in an inside-office environment.
• Ability to occasionally move, carry, or lift up to 50 pounds.

Benefits

• Thriving Wellness Community: Access to top-notch medical coverage, comprehensive vision and dental plans, and a 401k with match eligibility. Includes:
  • 24/7 online physician consultations.
  • Virtual mental health resources.
  • Life coaching.
  • Engaging employee community groups.
  • Cash rewards for healthy habits and fitness reimbursements.
  • Library of on-demand fitness videos.
• Career Advancement Opportunities: Clear paths for career progression and internal mobility across diverse brands and business units.
• Focused Learning and Development: Dedicated Learning and Organizational Development department offering resources like People Manager and leadership training, webinars, and eLearning courses.
• Empowering Mentorship Program: Company-wide mentorship program to share goals, overcome challenges, and drive career growth.
• Continuous Improvement Training: Training to learn and implement concepts driving significant, positive workplace change.
• Building a Healthy Society: Focus on improving social determinants of health—quality education, medical care, economic mobility, and a healthy environment—to build thriving communities.
• Giving Back to the Community:
  • Wonderful Giving: Allocate company-provided funds to up to three charities of your choice.
  • Wonderful Neighbor: Participate in group service projects within local communities.
  • Love Out Loud™: Share the gift of Teleflora flowers, hand-arranged and delivered by local florists.