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Five9 Systems Administrator

Five9 Systems Administrator Five9 Systems Administrator Summary: The Five9 Admin

2020
2019-03-14
Horizon Solar Power
Position: Systems Admin Salary: $75,000-90,000 per year Type: Full Time Location: Oakland, CA
Five9 Systems Administrator
Summary:
The Five9 Administrator’s role includes administration of the Five9 dialing platform, creation of new inbound/outbound
campaigns, reporting on campaign and Call Center performance, management of IVRs, and assisting with support of our Five9
integration with Salesforce. Training will provide the Administrator with an understanding of the company, its Call Center and
sales processes, customer service expectations, workforce management and other relevant details.
Responsibilities
Create, maintain and manage dialing lists and campaigns
Manage Five9 performance, including monitoring of dropped calls, abandoned rates and other metrics needed to optimize call
handling processes
Respond to user reported issues via existing ticket system and process; troubleshoot with Call Center Agents and Supervisors
experiencing problems or inefficiencies
Explore and expand on the existing calling platform’s automation and integrations
Work with 3rd party integrations, including our custom integrations with Salesforce and our lead management platform
Communicate with management and business users daily to define, monitor & implement strategies and initiatives to
optimize Call Center and Sales performance
Generate reports; configure report automation and scheduling as necessary
Requirements
Previous experience managing Five9 dialer software and IVR/VRU & ACD functionality in a 75+ seat call center required
Detail-oriented, analytical, self-motivated, and comfortable with complex concepts
5+ years relevant experience administering telephony systems in a Call Center environment
Associate’s degree or equivalent in a technical field preferred
Ability to work in a fast paced environment and adjust focus and workflow based on changing deadlines and needs
Benefits
Health, dental, and vision
401 K
Paid vacation and sick time
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