Share Email Opening Title WFM & Telephony Systems Admin  Description The candidate for this role will have experience in contact center technology, understand contact center KPIs, and contact center performance management. This candidate will be called upon to maintain the Five9 call system and Verint Workforce Management technology platforms. Responsibilities include configuration of the telephony system, IVR set up and modification, and telephony reporting.This associate will be in frequent contact with technology vendors and internal leaders.   Duties & Responsibilities: Add and configure new users to the Five9 system Provide training as needed for new users to the Five9 system Troubleshoot reported issues with the Five9 Ensure the stability of the systems that support inbound client campaigns. Coordinate with the vendor to ensure timely resolution to telephony issues Partner with department leaders to update and implement changes to the IVR Develop reporting to evaluate KPIs, operational performance, of the client-facing staff and the telephony system Analyze telephony data to make recommendations for improvement to client-facing phone KPIs Serve as primary Verint WFM system administrator having a strong understanding of the platform technical requirements, system configuration, and user requirements Manage/update user profiles in the Verint WFM application Work closely with Workforce Manager to model optimal phone coverage schedules and recommend staffing changes to achieve desired services levels Execute call recording research in support of escalation management Develop and maintain relevant reporting data available from Verint application for internal customers Ensure Verint system stability   Position Requirements Education & Experience: 2+ years experience in a Workforce Management Administrator position required, preferably with Verint WFM Bachelor's degree preferred in information systems, statistics, or related field, or relevant experience Project management experience is beneficial Experience with call center telephony systems, IVR maintenance, and telephony reporting   Full-Time/Part-Time Full-Time   Remote Work Eligible   Req Number OPE-21-00013   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently not accepting applications. To search for an open position, please go to http://RenaissanceAcquisitionCoLLC.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category -- None found -- Other Jobs Within 60 Miles -- None found -- Follow us See who works here:

 

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