Systems Administrator - Five9/VoIP - T1255178-PHI

at Beacon Hill Staffing Group

Job Description

Our client in Newark, DE is looking for Five9 System Administrator to join their Vendor Management Team. This is a permanent role by way of contract to hire. This person will maintain daily operations of the contact center's cloud based VoIP system (Five9), providing technical support and management of internal systems so contact center end users can achieve service levels goals for internal and external users.

Position Description:

  • 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 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 contact center agents on new functionality or upgrades of contact center systems as requested by Contact Center Management.
  • Develop and maintain various system procedure manuals and technical documents for contact center systems to include cloud based telephone system (Five9).
  • Provide on call system support responsibilities when needed and perform required testing during regular and off hours as required by contact center management.
  • Work with 3rd party integrations, including custom integrations with Salesforce and our lead management platform
  • 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.
  • Serve as backup resource to the Verint/IEX workforce analyst.

Required Skills:

  • 3+ years experience administering telephony systems in a Call Center environment
  • 2+ years of experience in cloud-based VoIP, and digital experience
  • Demonstrated knowledge and understanding of contact center operating policies and procedures.
  • Ability to participate in after hours on-call support rotation.
  • Ability to work a flexible schedule including some nights and weekends based on planned deployments and testing
  • Must have reliable transportation and the ability to travel in the Greater Philadelphia area as needed.
  • Ability to work in a fast-paced environment and adjust focus and workflow based on changing deadlines and needs.
  • High proficiency in the ability to acquire and learn new skills in software, data development and analytics

Bonus Skills:

  • Previous experience managing Five9 dialer software and IVR/VRU & ACD functionality in a 75+ seat call center in retail banking or financial services industry highly preferred.
  • Associate degree or Bachelor's degree or equivalent education and experience or certifications in a technical field preferred.
  • VoIP certification(s) in Five9 is preferred

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting

We look forward to working with you.

Beacon Hill. Employing the Futureā„¢

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Job Posting: 850751

Posted On: Oct 29, 2021

Updated On: Oct 30, 2021