Teams at Empower AI

Provides on-site systems administration for Department of State offices. Supports hardware, networks, applications, Active Directory, virtualization, databases, patching, security compliance, backups, upgrades, incident management, configuration changes, monitoring, and technical documentation. Works with the SA lead to maintain system availability, security, and performance while supporting testing, equipment lifecycle activities, and customer IT services.

Provides on-site systems administration for Department of State IT environments. Manages servers, networking equipment, workstations, applications, Active Directory, databases, patches, backups, security controls, and system performance. Resolves incidents through ServiceNow, coordinates upgrades and equipment retirement, maintains technical documentation and topology diagrams, supports testing, and reports operational risks and status to management.

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.