Sr. Contact Center Manager- Five9 SME

At Americor, we've assembled a team of like-minded individuals deeply committed to addressing the debt crisis in the United States. We take pride in our recognition as a 'Top Place to Work' and 'Best Company,' reflecting our unwavering dedication to exceptional customer service, quality, and value. If you're looking to thrive in a collaborative environment surrounded by exceptional individuals, where opportunities for advancement are plentiful, talents are nurtured, and excellence is celebrated, then we're the perfect fit for you!

We are seeking a Senior Manager, Contact Center, to provide functional support and analysis for Americor's Enterprise Lead Management and Dialer Systems. The ideal candidate will exhibit extensive expertise in Five9 platform functionalities, demonstrate strong problem-solving abilities, and possess exceptional collaboration skills to work effectively across various teams within the organization. 

 Responsibilities:

• Review requests for programming revisions and draft specifications for software application development.
• Review and draft recommendations for business process changes impacted by new developments and revisions to software applications.
• Test programming revisions and new development of software applications.
• Test software patch sets, bundles, and upgrades. 
• Monitor the application through the testing phase and suggest improvements or changes to the application lead.
• Troubleshoot and assist service-related departments with issues relating to software applications.
• Update and maintain configuration for both lead management and dialer platform(s).
• Assist departments with maintaining data integrity and reporting.
• Design and develop training materials and conduct training sessions for end users as needed.
• Create and modify standard and ad-hoc queries and reports.
• Perform other job-related duties as assigned.

Requirements:

• 5 years of direct job-related experience is required.
• 5 years of Functional Five9 experience is required.
• Five9 Certification(s) are a plus.
• Ability to implement and maintain Velocify Lead Management System preferred.
• Functional Tableau experience preferred.
• Experience in systems testing and the creation of test plans is a plus.
• A thorough understanding of both theoretical and practical aspects of an analytical, technical, or professional discipline or the basic knowledge of more than one professional discipline.

Education:

• Bachelor's degree preferred or an equivalent in-depth specialized training program that is directly related to the type of work being performed.

Company Benefits:

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program

This role is designated remote or hybrid, based out of  our Irvine, CA office. This role is exempt salary and pays $90,000-$120,000, depending on experience, plus bonus. This role is open to candidates who do not require visa sponsorship.

Americor is proud to be an Equal Opportunity Employer. Americor does not discriminate based on race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

* Note to Agencies: Americor Funding, Inc. (the “Company”) has an internal recruiting department. Americor Funding Inc. may supplement that internal capability from time to time with assistance from temporary staffing agencies, placement services, and professional recruiters (“Agency”). Agencies are hereby specifically directed NOT to contact Americor Funding Inc. employees directly in an attempt to present candidates. The Company’s policy is for the internal recruiting team or other authorized personnel to present ALL candidates to hiring managers. Any unsolicited resumes sent to Americor Funding Inc. from a third party, such as an Agency, including unsolicited resumes sent to a Company mailing address, fax machine, or email address, directly to Company employees, or to the resume database, will be considered Company property. Americor Funding Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Americor Funding Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.