Five 9 Systems Administrator - 5582-2554

at WSFS Bank

Job Description

WSFS is seeking a Five 9 Systems Administrator. The Five 9 Systems Administrator will maintain daily operations of the contact center systems telephony 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 telephony systems including third party telephony system(s). The Five 9 Systems Administratorwill perform defined daily support servicing, troubleshooting telephony system issues, managing IVR functionality, Digital delivery, reviewing and enhancing existing phone system functionality, and acting as a first level liaison with third party system provider for reporting and troubleshooting issues.

Role Responsibilities:
  • Responsible for the daily management and operation of the current cloud based telephony system (Five9) so that contact center may achieve or exceed established service level goals.
  • 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 contact center agents (and branch associates) 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.

This is a full-time position located in Newark, DE with the ability to work a flexible schedule including participating in after hours and weekend on-call support rotation. Position is a hybrid position of both on-site and remote work, and therefore candidates are preferred to have a home PC with internet access. Weekends and night work may required for testing and system validation.

Minimum Qualifications:
  • 3+ years relevant experience administering telephony systems in a Call Center environment
  • 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.
  • 2 years of experience in cloud-based telephony, and digital experience required
  • Demonstrated knowledge and understanding of contact center operating policies and procedures required.
  • 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
  • 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
  • Must have reliable transportation and the ability to travel to the Contact Centers in the Bank’s footprint 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
  • 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 careers@

How do you get to be nearly 200 years old in a world that's constantly changing? For us, the answer has always been the same: create a team of Associates who are passionate about serving the community, and success will follow. Our Mission and Values serve as essential reminders about who we are and how we do business. 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.
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Job Posting: 852325

Posted On: Nov 01, 2021

Updated On: Nov 02, 2021