Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 50703645	Description Activated On: 4/23/2026 8:43:31 AM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively.

This position is responsible for the configuration, administration, maintenance, and optimization of the contact center technology platforms such as telephony platforms, automatic call distribution (ACD), interactive voice response (IVR), customer relationship management (CRM) systems, knowledge management systems, workforce management tools, and reporting systems. This position ensures that contact center technology systems operate reliably, securely, and efficiently to support consumer interactions across multiple channels. The Systems Administrator works closely with Contact Center Operations, Workforce Management, Training, and Information Technology teams to monitor system performance, implement system changes, resolve technical issues, support new functionality, and improve the overall customer service experience. This position will also maintain accurate documentation of system configurations, procedures and changes to ensure compliance and facilitate troubleshooting.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

Configures and maintains contact center telephony platforms, including ACD, IVR, menu structures, routing logic, call flow updates, and skill groups. Deploys and maintains knowledge management platforms.

Assists with setup, configuration, testing and validation of new contact center features, tools, and integrations. Configures and maintains contact center reporting tools and dashboards.

Maintains user accounts, permissions, and system configurations for contact center staff, utilizing role-based access controls (RBAC) and least privilege principles. Manages single sign-on (SSO) and multi-factor authentication (MFA) configurations. Ensures system access controls and configurations comply with applicable security standards and organizational policies.

Configures system settings to support contact center operations across voice, chat, email, and digital channels such as queue adjustments, routing updates, or staffing configuration changes. Troubleshoots and resolves technical issues affecting call routing, system functionality, or user access.

Supports integration of contact center technology with other systems, including eligibility and enrollment systems, ticketing systems, reporting, and identity verification tools.

Coordinates with enterprise IT teams or vendors to resolve system outages or infrastructure issues. Coordinates with vendors and third-party support teams to resolve complex technical issues. Communicates system outages and incident updates to management.

Assists with system upgrades, new feature implementation, and technology deployments. Participates in system testing activities including user acceptance testing and operational readiness testing.

Logs, triages, and resolves incidents. Performs root cause analysis on recurring incidents related to system performance and availability and recommends improvements to routing, workflows and automation.

Implements system changes associated with operational or policy updates. Maintains rollback plans when changing systems. Coordinates systems updates with training teams to ensure staff are prepared for new functionality.

Maintains system documentation including configuration settings, system diagrams, and operational procedures. Maintains version control and documentation for system configuration changes.

Assists the Information Team with generating operational reports related to call volume, service levels, customer service representative performance, and system utilization.

Provides technical support to contact center and operational staff regarding system functionality and reporting tools

Serves as primary point of escalation for technical issues affecting contact center operations. Provides after hours support for major systems disruption which may be related to security or consumer experience.

Maintains and tests business continuity and disaster recovery (BC/DR) plans for critical systems. Participates in major incident management bridges and post-incident reviews.

Supports workforce management and leadership teams by providing data needed for forecasting and adherence to service level agreements.

Adheres to compliance with applicable federal and state requirements for handling consumer data and personally identifiable information (PII).

Performs other duties as required.

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

Work is performed independently to obtain desired objectives. Decisions that this position is responsible for are determining complex integration of systems, troubleshooting and issue resolution across the contact center tools, and coordination amongst enterprise and vendor contacts to improve or resolve issues within the systems. Large system-wide functionality issues, full system changes, and procurement of new systems would be discussed and escalated to the supervisor and/or leadership.

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:

Licenses, registrations, or certifications:

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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Communicate effectively orally and in writing.
2.	Utilize standard office equipment and software such as a laptop, MS Teams, and MS Office suite.
3.	Maintain knowledge of regulations, laws, and policies related to information technology.
4.	Understand and communicate technical issues with broad audiences who possess different levels of expertise.
5.	Provide user access support for all contact center systems and integrations.
6.	Investigate system performance issues to identify root causes and troubleshoot system issues.
7.	Adhere to compliance of state and federal regulations in relation to handling PII.
8.	Assist system users and vendors with multiple priority requirements and respond to changes quickly and effectively.
9.	Establish and maintain effective working relationships with members of the team, leadership, and vendors.
10.	Occasionally travel to headquarters office to attend meetings, trainings, summits, and/or conferences.