Five9 Administrator - WUIT

Scheduled Hours

40

Position Summary

This position is responsible for designing and configuring contact center solutions, managing system integrations, analyzing data, and providing technical support. The Administrator will have a strong technical background, excellent communication skills, and a proven track record of implementing, managing, developing, and maintaining related systems.

Job Description

Primary Duties & Responsibilities

Operational Activities

• Design, implement, and maintain Five9 call center solutions.
• Configure and manage inbound and outbound call campaigns, IVR, ACD, VCC, Dialogflow, and other contact center features.
• Ensure the telephony platform is optimized to increase productivity while using your analytical skills to provide operational insights.
• Manage day-to-day Five9 performance overall; ensuring calls are routing, recording, and flowing as expected.
• Engage with third party vendors and be the primary point of contact for telephony issues, maintenance, and updates.

Documentation and Training

• Develop, maintain, and deliver training materials for Five9 agents.
• Create and review SOPs and technical documents related to Five9.
• Manage telephone number assignment, station IDs, and agent skills.

Application Enhancement

• Provide analysis to make recommendations for improvements and efficiencies to Five9 agents.
• Monitor and analyze call center data to identify trends, diagnose problems, optimize performance, and conduct real-time adjustments as needed.
• Continuously evaluate new technologies and industry best practices to optimize call center operations.
• Identify customer expectations and unmet needs to create solutions and address gaps to enhance customer experience.

Perform other duties as assigned.

Working Conditions

This is a hybrid role and will require physical time in the office.

Preferred Qualifications

• Five9 Administrator Certification.
• Team Skills: Always supports teammates and in any way necessary to maintain a productive, energetic, efficient, and dynamic WashU IT team. Communicates effectively and frequently both verbally and in writing with other members of the team. Collaborates with other teammates to provide assistance, and expertise, as well as to receive expert input and assistance from others delivering the best solution and experience for the customer.
• Customer Service: Possess an aptitude for patience, professionalism, tactfulness, and empathy. Enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action. Ability to quickly defuse stressful or anxious situations.  
• High aptitude for learning new technologies.
• Ability to effectively communicate technical issues.
• Effective oral and written presentation skills.
• Ability to adjust to changes in priorities.
• Ability to work with minimal supervision with a high degree of accuracy.
• Ability to learn quickly and adapt to new circumstances.
• Good organizational skills.
• Flexible and willing to work extended hours as necessary and recognize the need to do so.
• Ability to adjust scheduled time.
• Ability to exercise good judgement and demonstrate a proactive approach to problem solving.

Required Qualifications

• Bachelor’s degree and at least two years of experience in designing, implementing, and managing Five9 contact center solutions and/or combination of relevant work experience and education.
• Strong technical background in telephony, networking, and cloud-based technologies.

Grade

G12

Salary Range

$57,300.00 - $97,700.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.