Five9 Administrator and Workforce Analyst
Five9 Administrator and Workforce Analyst
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5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This is a remote position.
Requirements
- System Configuration & Management:
- Serve as the primary Five9 platform administrator managing system configuration user setup and permissions
- Configure and maintain call flows IVRs queues campaigns and routing strategies
- Manage integrations between Five9 and other business systems (CRM ticketing etc.)
- Implement and maintain security protocols user access controls and data governance policies
- Perform regular system health checks and proactive maintenance
- Technical Operations & Optimization:
- Monitor system performance identify bottlenecks and implement optimization strategies
- Troubleshoot technical issues and coordinate with Five9 support for escalated problems
- Manage system upgrades feature roll-outs and change management processes
- Develop and maintain technical documentation and standard operating procedures
- Configure and maintain real-time and historical reporting dashboards
- Data Management & Analytics:
- Design and implement custom reports and analytics to support business objectives
- Ensure data accuracy and integrity across all Five9 modules and integrations
- Create automated reporting processes and KPI dashboards for leadership
- Manage data exports and API integrations for business intelligence purposes
- Operational Support:
- Assist with intraday monitoring of contact center performance and service levels
- Support schedule optimization and real-time adherence using Five9 WFM tools
- Collaborate with operations teams to implement schedule adjustments and coverage optimization
- Provide WFM insights and recommendations to improve operational efficiency
- Reporting & Analysis:
- Generate workforce management reports using Five9s native WFM capabilities
- Support forecasting and capacity planning initiatives
- Assist in analyzing agent performance and adherence metrics
- Bachelors degree in Information Technology Business or related field or equivalent experience
- 3 years of hands-on Five9 platform administration experience
- Strong technical background in contact center technology platforms
- Experience with API integrations data management and system configurations
- Proficiency in Five9s administrative modules (PBX ACD Reporting WFM)
- Advanced Excel skills and experience with data analysis tools
- Strong problem-solving abilities and attention to detail
- Excellent communication skills for cross-functional collaboration
Five9 Platform Administration (75%) System Configuration & Management: Serve as the primary Five9 platform administrator, managing system configuration, user setup, and permissions Configure and maintain call flows, IVRs, queues, campaigns, and routing strategies Manage integrations between Five9 and other business systems (CRM, ticketing, etc.) Implement and maintain security protocols, user access controls, and data governance policies Perform regular system health checks and proactive maintenance Technical Operations & Optimization: Monitor system performance, identify bottlenecks, and implement optimization strategies Troubleshoot technical issues and coordinate with Five9 support for escalated problems Manage system upgrades, feature roll-outs, and change management processes Develop and maintain technical documentation and standard operating procedures Configure and maintain real-time and historical reporting dashboards Data Management & Analytics: Design and implement custom reports and analytics to support business objectives Ensure data accuracy and integrity across all Five9 modules and integrations Create automated reporting processes and KPI dashboards for leadership Manage data exports and API integrations for business intelligence purposes Workforce Management Support (25%) Operational Support: Assist with intraday monitoring of contact center performance and service levels Support schedule optimization and real-time adherence using Five9 WFM tools Collaborate with operations teams to implement schedule adjustments and coverage optimization Provide WFM insights and recommendations to improve operational efficiency Reporting & Analysis: Generate workforce management reports using Five9's native WFM capabilities Support forecasting and capacity planning initiatives Assist in analyzing agent performance and adherence metrics Required Qualifications Bachelor's degree in Information Technology, Business, or related field, or equivalent experience 3+ years of hands-on Five9 platform administration experience Strong technical background in contact center technology platforms Experience with API integrations, data management, and system configurations Proficiency in Five9's administrative modules (PBX, ACD, Reporting, WFM) Advanced Excel skills and experience with data analysis tools Strong problem-solving abilities and attention to detail Excellent communication skills for cross-functional collaboration This role reports to the Ops Enablement Team and will work closely with Contact Center Operations, IT, and Business Intelligence teams.
Employment Type
Full Time
Company Industry
Financial Services / Insurance Agencies and Brokerages / Investment Banking
