The Business Technology (BT) Applications & Support Operations team supports the core tooling and operational processes behind Diligent’s global contact centre, including Genesys Cloud CX, Salesforce, and the reporting stack. The team works closely with Customer Support leadership, Workforce Management, and other BT teams to ensure systems are maintained, data is accurate, and day-to-day operations run smoothly.
As a System Administrator, BT Applications & Support Operations based in Galway, you will focus on the execution and support of Genesys Cloud CX administration and operational processes. Reporting to the Manager, Business Technology Applications, you will assist in maintaining platform configurations, supporting reporting needs, and carrying out routine operational tasks to support global Support teams.
Key Responsibilities
Support the administration of Genesys Cloud CX, including updates to queues, skills, routing configurations, and user access under guidance from senior team members.
Assist in maintaining IVR (Architect) flows and telephony configurations, including implementing defined changes and updates.
Prepare and maintain standard operational reports and dashboards (e.g., SLAs, wait times, volumes) using existing tools and templates.
Execute routine support operations tasks such as queue and skill updates, user provisioning, schedule adjustments, and documentation updates.
Monitor system and operational performance, flagging issues such as routing inconsistencies, access problems, or data discrepancies to the appropriate teams.
Support testing and rollout of system or process changes by following defined procedures and documenting outcomes.
Collaborate with Customer Support, Workforce Management, and BT teams to ensure requests and updates are completed accurately and on time.
Maintain clear documentation of configurations, processes, and standard operating procedures.
Assist in the scope, design, and implementation of AI-powered solutions to automate post-sales support workflows, from opportunity identification through measured deployment and validation.
Ability to monitor, analyze, and communicate the health and performance of owned systems and workflows.
Required Experience / Skills
1+ year experience in a contact centre, operations, or systems support role.
Exposure to Genesys Cloud CX or a similar contact centre platform (e.g., basic configuration, user setup, queue management).
Comfortable working with data and reports, with working knowledge of Excel or Google Sheets (e.g., filtering, pivots, basic analysis).
Basic understanding of contact centre metrics (SLAs, service levels, AHT, volume) and how they relate to daily operations.
Ability to follow structured processes, execute tasks accurately, and escalating issues when required.
Strong attention to detail and organisational skills.
Clear communicator who can work effectively with both technical and non‑technical stakeholders.
Preferred Experience / Skills
Exposure to contact center admin tools.
Exposure to Salesforce or similar CRM tools.
Experience supporting reporting or operational processes in a support environment.
Familiarity with documenting processes or maintaining internal knowledge bases.
Experience in a SaaS or multi‑region support environment is beneficial.
work onsite at least 50% of the time. We believe that in‑person engagement helps drive innovation, teamwork, and a strong sense of community.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent’s EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.
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