Pharmacy Application Systems Administrator

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The Pharmacy Systems Administrator serves as the primary technical owner for pharmacy-facing applications, with emphasis on NICE CXone IVR administration, pharmacy management systems (PrimeRx, ePost), custom inventory management tools, and related integrations (Salesforce, Active Directory, and other internal systems).

This role acts as the operational bridge between Pharmacy Operations, IT, end users, and external vendors—supporting, optimizing, and enhancing the platforms that power Knipper’s mail-order and fulfillment pharmacies.

Remote work available, but must be able to travel 15% to our Lakeland, Florida and Lousiville, Kentucky locations when necessary.

Sponorship now or in the future is not being offered for this full- time regular hire role.

• NICE CXone Administration
  • Serve as subject-matter expert for CXone configuration, scripting, routing, and troubleshooting.
  • Manage IVR workflows, BI integrations, and outbound dialing functionality.
  • Support call flow development, testing, and optimization for patient and provider interactions.
  • Collaborate with Operations and Compliance teams to deploy changes safely and in accordance with regulatory timelines.
  • Manage Masergy IVR (Five9) integrations with the CxOne Platform
• Pharmacy System Support
  • Provide Tier 2–3 technical support for MMS PrimeRx, ePost, and other pharmacy management software.
  • Assist with configuration, testing, and validation of workflow changes, user roles, and reporting tools.
  • Support data integration and troubleshooting between pharmacy systems and inventory platforms.
• Ticketing, Access, and System Administration
• • Manage user access requests, Windows permissions, and application security through Jira workflows.
  • Maintain documentation for configurations, SOPs, and change management logs.
• Cross-Functional Projects
  • Participate in system upgrades, new client implementations, and automation initiatives.
  • Serve as a key liaison between IT, Pharmacy Operations, and vendor engineering teams.
  • Support Salesforce and CXone integration enhancements for patient experience optimization.
  • Support integrations with Azure DevOps and Azure Insights, leveraging dashboards and monitoring tools to ensure stable, well-documented releases and system performance visibility
• Continuous Improvement
  • Identify opportunities to streamline workflows and reduce manual touchpoints.
  • Maintain high service levels for system uptime and issue resolution.
  • Support pharmacy readiness for audits and data security requirements.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Bachelor’s degree in Information Systems, Computer Science, or related field — or equivalent experience.
• 3+ years of hands-on experience administering NICE CXone (or INContact) including IVR design and scripting.
• Strong understanding of pharmacy operations, preferably in a mail-order or specialty
• Experience supporting or integrating pharmacy management systems (PrimeRx, ePost, QS/1, or similar).
• Familiarity with Salesforce, Active Directory, and Jira for user management and ticket workflows.
• Proven ability to work cross-functionally with non-technical users in a regulated environment.

PREFERRED EDUCATION AND EXPERIENCE:

• NICE CXone Certification(s)
• Prior experience in a pharmacy IT, pharmacy informatics, or systems analyst
• Exposure to HL7, API integrations, or data flow between call center and dispensing systems.
• Pharmacy Technician license or background in healthcare operations.

KNOWLEDGE, SKILLS & ABILITIES:

• Analytical thinker with strong troubleshooting and scripting skills.
• Exceptional communication and stakeholder management abilities.
• Demonstrated project ownership and ability to juggle competing priorities.
• Highly organized and documentation-oriented.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Noise and / or vibrations exposure
• Reaching (overhead), handling, and feeling
• Stand and sit for prolonged periods of time

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.