Job Description Summary

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The Contact Center Systems Administrator will be responsible for serving as the primary communication bridge between various business units and technical teams, including IT and software vendors, to ensure clear and consistent information flow. Manages the seamless operation and integration of different software applications and services within the contact center environment, ensuring they work together effectively. Provides training and support to end-users, offering guidance and problem-solving assistance on complex system processing and integration issues, fostering understanding of system capabilities.

Collaborates with stakeholders to identify and implement improvements to business processes and system workflows, enhancing efficiency and quality. Lead and manage change initiatives, focusing on the human aspect of technology implementations to ensure smooth transitions and adoption. Coordinates the system lifecycle, managing requests for enhancements, prioritizing issues, and providing new features are leveraged by the business to optimize contact center operations.

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How will you make an impact & Requirements

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• Serve as the primary point of contact between various business units and technical teams, including IT and software vendors, to ensure clear and consistent flow of information.
• Design, test, and deploy IVR and ACD call flows to improve routing efficiency and customer experience. Manage seamless operation and integration of different software applications and services, ensuring they work together effectively.
• Lead meetings, workshops, and training sessions to communicate essential information and gather insights necessary for team success. Provide guidance and problem-solving support to end-users on complex system processing and integration issues.
• Collaborate with stakeholders to identify and implement improvements to business processes and system workflows, enhancing efficiency and quality.
• Lead and manage change initiatives, focusing on the human aspect of technology implementations to ensure smooth transitions and adoption.
• Coordinate the system lifecycle, including managing requests for enhancements, prioritizing issues, and ensuring new features are leveraged by the business.
• Create and manage user accounts, roles, and permissions; onboard/offboard users.
• Monitor system health, perform routine audits, and troubleshoot issues proactively.
• Build and maintain dashboards and reports to support operational insights and KPIs. Maintain documentation for configurations, workflows, and changes; ensure compliance with internal policies.
• Coordinate with Five9 support and account teams; manage platform updates and new feature rollouts. Assist with telephony-related projects, integrations with CRMs, or workforce tools.
• Demonstrate excellent guest service to internal team members and patients.
• Perform other related duties as assigned.

Qualifications

• Bachelor’s degree in information technology (IT), Computer Science, Business Administration, Management Information Systems (MIS), Telecommunications, and Engineering. An associate’s degree in a relevant field with 3+ years of relevant experience.
• 3+ years’ experience in workforce management and experience using Five9 VCC. Experience with multiple CCaaS tools is preferred.
• Proficiency in MS Office and database software is required. Extensive experience with WFM tools is essential.
• Proven leadership and motivational skills that inspire teams and drive performance.
• Strong organizational abilities with effective planning, time management, and multitasking skills to achieve project goals efficiently.
• Excellent collaboration and teamwork skills, fostering a cooperative learning environment.
• Commitment to lifelong learning, continuously seeking opportunities to expand knowledge and skill sets.
• Exceptional verbal and written communication abilities, paired with strong interpersonal skills that engage and motivate learners.
• Innovative problem-solving capabilities aimed at developing new strategies to address continuous improvement and change management.
• Flexibility and adaptability in responding to new challenges and changing circumstances.
• Must be willing and able to travel up to 30% of the time.
• Ability to work independently in a fast-paced, cross-functional environment.