Five9 System Administrator, Call Center

Overview:

You will work closely with internal stakeholders, including contact center managers, marketing and IT teams, to ensure the efficient and effective utilization of the Five9 platform and other related contact center solutions.

Why work for us:

• Competitive salary
• Full benefits offered: health, dental, vision, disability
• 401(k) matching
• Paid Time-Off, Sick Days, and Paid Holidays
• Corporate benefits (team lunches, employee discount program, etc.)

Key Responsibilities Include:

• Configure and customize the Five9 platform to meet the specific needs of the organization.
• Implement and manage IVR scripts, call flows, and routing strategies.
• Set up and maintain agent profiles, skills, and queues.
• Integrate Five9 with other business applications and systems, such as CRM software.
• Configuration of tracking and routing numbers into the company’s CRM
• Ensure seamless connectivity and data exchange between Five9 and third-party tools.
• Implement and enforce security measures to protect sensitive customer data.
• Ensure compliance with industry regulations and standards related to contact center operations.
• Manage system upgrades and patches, ensuring minimal downtime and maximum system efficiency.
• Perform routine maintenance tasks to keep the system up to date.
• Maintain and improve current crisis management and escalation procedures to provide support to the teams ensuring minimal disruption to the business.
• Monitor system performance and troubleshoot issues to ensure uninterrupted contact center operations.
• Implement and maintain effective performance tools to monitor service levels, KPIs, and productivity.
• Training and support development for call center staff and any IVR/ CRM functionalities.
• Exhibit strong problem-solving skills to address and resolve complex issues effectively.
• Collaborate with cross-functional teams, including IT, marketing, customer support, and business operations, to align the contact center strategy with overall business goals.
• Develop, implement, and maintain call center operational standards, aligning with company objectives.
• Provide leadership, innovation, and continuous improvement for call center best practices.

• Bachelor's degree in a technical related field or equivalent 5+ years’ work experience over the last 7 years administering telephony systems in a Call Center environment
• Proven experience managing Five9 dialer software and IVR/VRU & ACD functionality or administrator role
• Experience in other call center software technologies such as RingCentral, Genesys, 8x8 and Cisco a plus.
• In-depth knowledge of contact center operations and best practices.
• Excellent problem-solving and communication skills.
• Ability to work independently and collaboratively in a team environment.

Renuity, LLC provides the following inclusive hiring information: We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.