Five9 Administrator

Company: Americor
Location: Irvine
Posted on: March 19, 2023

Job Description:

The Five9 Administrator position is a member of a team responsible for designing, implementing, and supporting various contact center solutions. This individual will be responsible for building a comprehensive and dynamic system that is able to derive revenue from inbound and outbound calls from/to prospects interested in debt consolidation options. The successful candidate will have a "can do" approach to responsibilities, can multi-task, and is able to work in a fast-paced, dynamic, and result-driven environment. -Responsibilities:

• Manage multiple inbound queues and outbound campaigns and lists.
• Manage outbound phone number reputation.
• Configure Five9 contact center solutions to meet Americor/Credit9 business objectives. This includes gathering requirements for dialer configurations (campaigns, rules, policies etc.) and the continued maintenance of the dialer systems.
• Set up API connectors between Five9 and external applications.
• Work closely with Marketing and Sales to better understand customer and business needs and improve customer contact ratio.
• Manage and update DNIS and Interactive Voice Response (IVR) and Dialer
• Partner with 3rd party vendor technologies to realize call center efficiencies and drive Contact Center platform improvement.
• Analyze data to optimize and run inbound and outbound call campaigns.
• Point of contact escalation for UC and VCC platforms and related systems (Five9, Zoom, Twilio, etc.) -Requirements:
  • 2+ years of technical background with experience in dialer management, call center scheduling and analytical skills are critical for this role
  • Technical acumen in contact center tools such as phone system, email, chat, customer feedback, workforce management, scheduling and forecasting, capacity planning
  • Ability to use APIs to pull and write data to/from other systems via webhooks
  • Ability to use Postman to automate routing processes
  • Experience with Microsoft Azure Logic applications
  • Excellent knowledge of HTML and JavaScript
  • Experience with analysis of contact center metrics
  • Strong communication skills with ability to effectively collaborate with various leadership levels and/or departments
  • Ability to be creative, flexible and an innovative team player
  • Ability to manage multiple priorities and workflows
  • Versatility, flexibility, and willingness to work with constantly changing priorities -Preferred but not required:
    • Workforce Management administration
    • IT Operations
    • Systems integration and/or application development
    • BYOC contact center Architecture
    • Agile / Scrum methodologies
    • Leading programs in a team-oriented and collaborative environment -Education:
      • Bachelor's degree in IT or related field is preferred -Company Benefits:
        • Opportunities for career advancement
        • Medical, Vision, Dental
        • Pet Insurance
        • 7 Paid Holidays and 2 Floating Holiday days to use at will
        • Paid Time Off
        • 401k/match
        • Flex Spending/HAS
        • Disability Insurance
        • Company Paid Group Life / AD&D Insurance -Salary: -$80,000.00 - $125,000.00 per year -Other Duties:This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization. -Work Authorization:Must be able to verify identity and employment eligibility to work in the U.S.Equal Opportunity Employer Race, Religion, Color, National Origin, Gender, Sexual Orientation, Age, Protected Veterans, DisabledWe are an equal opportunity employer without regard to race, religion or religious creed (including religious dress and grooming practices), color, sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, and any related medical conditions), gender, gender identity and expression, sexual orientation, transitioning status, national origin, ancestry, citizenship status, uniform service member status, military and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, mental or physical disability, holding or presenting a driver's license issued under Cal. Vehicle Code Section 12801.9, or any other category protected by applicable federal, state or local law.Americor Funding, Inc. (the "Company") has an internal recruiting department. Americor Funding Inc. may supplement that internal capability from time to time with assistance from temporary staffing agencies, placement services, and professional recruiters ("Agency"). Agencies are hereby specifically directed NOT to contact Americor Funding Inc. employees directly in an attempt to present candidates. The Company's policy is for the internal recruiting team or other authorized personnel to present ALL candidates to hiring managers.Any unsolicited resumes sent to Americor Funding Inc. from a third party, such as an Agency, including unsolicited resumes sent to a Company mailing address, fax machine or email address, directly to Company employees, or to the resume database will be considered Company property. Americor Funding Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Americor Funding Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.Powered by JazzHR

Keywords: Americor, Irvine , Five9 Administrator, Other , Irvine, California