Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

About your role:
You will support administration, optimization, and day-to-day operations of contact center application platforms at Fiserv, ensuring high availability and alignment with business needs. The role partners with IT, operations, and vendors to maintain workforce management, knowledge management, performance management, call recording, and quality tools, driving reliable platform performance and measurable operational outcomes.

What you’ll do:

• Administer and maintain the application side of contact center platforms, including configuration, user/profile management, and permissions.
• Monitor system performance and proactively identify and remediate issues to minimize downtime and service impact.
• Coordinate vendor and internal-team activities for upgrades, patches, and platform enhancements; support testing and cutover activities.
• Analyze application usage and operational data to recommend configuration and process improvements that improve availability and efficiency.
• Manage access controls and ensure compliance with data security and privacy requirements across contact center applications.
• Maintain detailed documentation of system configurations, workflows, runbooks, and troubleshooting procedures.
• Support technology rollouts, migrations, and integrations; assist with training and change management activities for new features.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you’ll need to have:

• 2+ years of experience in a call center or contact center
• Experience with using workforce management systems, call recording and quality management tools and knowledge management applications.
• Experience in troubleshooting common issues related to computer and phone systems.
• Bachelor’s degree or 3+ years of equivalent combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

• Experience with SQL databases
• Hands-on experience building contact-center reports and dashboards in Power BI.
• Familiarity with AWS/Azure-hosted contact center deployments.
• Scripting or automation experience (PowerShell, Python) for administrative automation.

How you’ll work:

• This role requires the use of a computer and audio equipment.
• This role requires flexibility to work overtime, including weekends and holidays.

Sponsorship:

• You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Benefits at Fiserv:

• Fuel Your Life program to support physical, financial, social, and emotional well-being
• Paid holidays and generous time away policies
• No-cost mental health support through Employee Assistance Programs
• Living Proof program to recognize your peers’ extra effort with points used for rewards
• Eight Employee Resource Groups to foster a collaborative culture
• Unparalleled professional growth with training, development, and internal mobility opportunities
• Retirement planning and discounted shares with the Employee Stock Purchase Plan
• Medical, dental, vision, life, and disability insurance options available day one
• Tuition assistance and reimbursement program
• Paid parental, caregiver, and military leave

Salary Range:

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact [email protected]. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.