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System Administrator

Description:
Bed Bath & Beyond is looking for a forward-thinking Systems Administrator to drive and manage our Contact Center Solutions as part of our ongoing evolution to build out a "Best in class" consumer experience. As part of our Beyond Service team, this role will be responsible for providing technology, telephony, and process improvement support throughout the Beyond Center sites. Additional responsibilities include:
Analyzes business needs to help ensure the Oracle Service Cloud solution meets the operational objectives by combining industry best practices and product knowledge. Experienced with overseeing the work of technical staff, is process oriented, and is a champion of the transformation of communication services
Responsible for manipulating a complex contact center environment
Identify gaps to drive improvements around global processes (information/case flow, change management, security, operations)
Ensure system reliability and accuracy for better overall consumer experience
Accurately identify and resolve system/process issues or report potential escalations that negatively impact business
Requirements:
Success in this role will require the ability to translate strategic vision into tactical execution, as well as the ability to interact with all levels of the business. This role will require a passion for transformative change management to support the delivery of a seamless customer experience across channels.
Solid understanding of CRM technologies including Oracle Service Cloud
Solid understanding of Unified Communication technologies including Cisco Unified Communications Manager
3-5+ years of project management in retail/contact center/ecommerce experience
Bachelor's degree is preferred
PMI Certification is preferred
Ability to evaluate vendors and applications and their relevance to our concepts
Demonstrated ability to plan, manage, and coordinate multiple simultaneous projects
Proven communication skills to clearly express complex ideas both verbally and in writing
Strong knowledge of Microsoft Word, PowerPoint, and Excel, with the ability to deliver data modeling and analysis
Ability to build strong business partnerships, with a "roll up your sleeves" attitude

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