Teams at Empower AI

Provides on-site systems administration for Department of State IT environments. Manages servers, network equipment, workstations, applications, databases, patches, security controls, backups, upgrades, and system performance. Administers Active Directory and virtualization environments, resolves incidents through ServiceNow, documents configurations and topology, coordinates infrastructure changes, and reports risks affecting IT services. Requires occasional travel and physical mobility across office buildings.

Provides on-site systems administration for Department of State offices. Supports hardware, network equipment, servers, workstations, applications, databases, patches, security controls, backups, upgrades, incident resolution, configuration changes, performance monitoring, topology diagrams, and technical documentation. Works with the site administrator lead to maintain secure, available, and effective IT systems while supporting testing, troubleshooting, and customer service operations.

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.