Teams at Empower AI

Provides on-site systems administration support for Department of State offices. Installs, maintains, monitors, secures, and upgrades hardware, software, databases, and infrastructure. Administers user accounts and privileges, applies patches, performs backups and restores, resolves incidents through ServiceNow, documents configuration changes, monitors system performance, and maintains topology diagrams and technical documentation.

Provides on-site systems administration for Department of State offices, managing servers, network equipment, workstations, applications, databases, patches, security controls, backups, upgrades, incidents, configuration changes, monitoring, documentation, and technical support. Coordinates vendors and internal projects, maintains system availability and compliance, reports operational status, and escalates risks affecting IT services.

Manage IT projects and implement Salesforce and contact center technologies, including IVR, chatbots, live chat, VoIP, ACD/CTI, CRM, and knowledge management tools. Design and implement contact center solutions, evaluate emerging technologies, facilitate requirements sessions with business users, and recommend improvements based on technical operations and customer experience. The role requires managing implementations in contact centers with at least 100 seats.