Five9 Systems Administrator - Contact Center
Five9 Systems Administrator - Contact Center
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Job Description
Job Description
At WSFS Bank we empower our Associates to grow their careers guide our customers to secure their financial futures and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture competitive salaries advancement opportunities and more. We are the regions locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates who make a difference every day for the people businesses and Communities we serve. We Stand For Service is more than part of our name its our mission and our purpose.
The Five9 System Administrator will maintain daily operations of the contact center cloud- based systems providing technical support and management of internal systems so contact center end users can achieve established service level goals for internal and external customers. The Incumbent will provide technical expertise to the contact center computer and cloud-based systems including third party telephone system(s). Ina addition the incumbent will perform defined daily support servicing troubleshooting cloud-based system issues managing IVR functionality digital delivery reviewing and enhancing existing system functionality and acting as the primary point of contact and leader and first level liaison with third party system provider for reporting and troubleshooting issues.
Job Responsibilities:
- Responsible for the daily management and operation of the current cloud-based contact center software phone system (Five9) so that contact center may achieve or exceed established service level goal.
- Serve as primary contact to manage service vendor relationships to ensure service issues are resolved quickly and keep contact center and vendors updated using company supported computer applications and platforms.
- Troubleshoot problems and escalate issues as required and ensure all calls made to the ESC Help Desk or Five9 Help Desk are properly documented and followed through to a final resolution as well as ensure the ticket system is updated with accurate and timely information. This will include type of service estimated resolution times billing status and service resolutions.
- Develop training materials and coordinate training of bank associates on new functionality or upgrades of contact center systems as requested by Contact Center Management utilizing their support team.
- Provide updates on new or revised policies and procedures new products or services and sales programs.
- Develop and maintain various system procedure manuals and technical documents for contact center systems to include cloud-based contact center software phone system (Five9) utilizing their support team.
- Provide on call system support responsibilities when needed and perform required testing during regular and off hours as required by contact center management utilizing their support team.
- Maintain strong bank product and bank systems knowledge to help provide routine support to contact center and vendors.
- Promote and maintain an ongoing working relationship with other technology and service departments and partner with them to support contact center technology.
- Provide on-site support/triage for contact center technology including desktop laptop monitor and other systems when needed to resolve quick fix issues utilizing their support team.
Minimum Qualifications:
- Associate degree or bachelors degree or equivalent education and experience or certifications in a technical field preferred. VoIP certification(s) in Five9 is required.
- A minimum of 3 years of experience in cloud-based system software and digital experience is required.
- A minimum of 3 years relevant experience administering cloud-based systems in a Call Center environment.
- A thorough knowledge of contact center operating policies and procedures is required.
- Previous experience managing Five9 dialer software and IVR/VRU & ACD functionality in a 75 seat call center in financial services industry highly preferred.
- Demonstrated knowledge and understanding of contact center operating policies and procedures required.
- Must have the ability to participate in after hours on-call support rotation.
- Must have the ability to work a flexible schedule including some nights and weekends based on planned deployments.
- Must have reliable transportation and the ability to travel to the Contact Centers in the Banks footprint in the Greater Philadelphia area as needed.
- Must have the ability to work in a fast-paced environment and adjust focus and workflow based on changing deadlines and needs.
- Must have high proficiency in the ability to acquire and learn new skills in software data development and analytics.
- Must have excellent written and oral communication skills.
WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation including technical assistance with the WSFS Bank Careers website or submission process please contact us via email at
WSFS is an equal opportunity employer. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
