System Administrator

About the role

Based in Galway, this position sits within the Business Technology Applications & Support Operations team and focuses on keeping Diligent’s global contact centre systems running effectively. The team supports the core tools and processes behind customer support operations, including Genesys Cloud CX, Salesforce, and reporting platforms, while working alongside Customer Support leadership, Workforce Management, and other BT teams.

In this role, you will help administer Genesys Cloud CX and handle operational support work that keeps platforms configured correctly, data accurate, and daily support activity running without interruption. You will report to the Manager, Business Technology Applications and contribute to both routine administration and process improvements.

Key responsibilities

• Help manage Genesys Cloud CX administration, such as updating queues, skills, routing rules, and user permissions with support from senior colleagues.
• Assist with IVR/Architect flow maintenance and telephony configuration updates, carrying out assigned changes as directed.
• Build and refresh standard operational reports and dashboards using existing templates and tools, including measures like SLAs, wait times, and volumes.
• Complete day-to-day support tasks such as queue and skill changes, user setup, schedule updates, and documentation maintenance.
• Track system and operational performance and escalate routing issues, access problems, or data inconsistencies to the relevant teams.
• Support testing and release activities for system or process changes by following documented procedures and recording results.
• Work closely with Customer Support, Workforce Management, and BT partners to ensure requests are handled accurately and within expected timelines.
• Keep configuration notes, process documents, and standard operating procedures clear and up to date.
• Contribute to the planning, design, and implementation of AI-based solutions that improve post-sales support workflows, from identifying opportunities through deployment and validation.
• Monitor, analyse, and communicate the status and performance of owned systems and workflows.

Required experience and skills

• At least 1 year of experience in a contact centre, operations, or systems support environment.
• Exposure to Genesys Cloud CX or a similar contact centre platform, including basic configuration, user management, or queue administration.
• Working familiarity with spreadsheets and reporting tools such as Excel or Google Sheets, including filtering, pivot tables, and basic analysis.
• Understanding of core contact centre metrics such as SLAs, service levels, AHT, and volume.
• Ability to follow structured processes, complete tasks accurately, and escalate issues when needed.
• Strong attention to detail and good organisational ability.
• Clear communication skills with the ability to work across technical and non-technical teams.

Preferred experience

• Exposure to contact centre administration tools.
• Experience with Salesforce or a comparable CRM platform.
• Background supporting reporting or operations in a service or support setting.
• Experience documenting processes or maintaining internal knowledge resources.
• Experience in a SaaS or multi-region support environment is an advantage.

About Diligent

Diligent is a global leader in governance, risk, and compliance software, serving more than 1 million users and 700,000 board members. Its platform gives practitioners, executives, and boards a shared view of their GRC activity so they can manage risk more effectively, strengthen resilience, and make faster decisions.

The company describes itself as a place for people who think boldly, move quickly, and stay curious. Teams work on modern solutions that use AI and new workflows to shape how work gets done, with a strong focus on learning, experimentation, and positive impact.

What Diligent offers

• A creative culture built around collaboration and innovation.
• A flexible work environment with global days of service, health benefits, meeting-free days, generous time off, and wellness programs.
• A global footprint with office hubs in New York City, Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• A strong commitment to diversity, supported by Employee Resource Groups and resources that encourage learning, dialogue, and inclusion.

Work arrangement

This role follows a hybrid model. If you live within commuting distance of one of the company’s office locations, you will be expected to work onsite at least 50% of the time to support collaboration and connection.

Additional information

The company states that it is a drug-free workplace and is an equal opportunity employer. Hiring decisions are made without discrimination based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, disability, age, military or veteran status, marital or partnership status, gender identity or expression, medical condition, genetic information, sexual orientation, or other legally protected characteristics. Qualified applicants with disabilities and disabled veterans may request reasonable accommodation during the application process by contacting recruitment@diligent.com.

The company also notes that it does not accept unsolicited agency resumes and is not responsible for fees associated with those submissions.