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WFM & Telephony Systems Admin 


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.  

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