Sr. Contact Center Systems Analyst (Remote)

Position Summary

As a Sr. Contact Center Systems Analyst, you'll be the go-to person for ensuring the smooth operation of our contact center platform, particularly focusing on the dialer system. Here's a breakdown of the responsibilities and key areas of expertise for this role:

• Platform Administration and Support:  Responsible for day-to-day administration and support of the Contact Center platform, which includes managing various functions such as the Five9 dialer (or other dialers), ACD blending, and Omnichannel capabilities. This involves troubleshooting any issues that arise and ensuring that operations run smoothly.
• Development of Operational Functions:  The role involves analyzing and developing operational functions within the Contact Center platform. This includes optimizing dialer interactions for efficiency and effectiveness, as well as enhancing Omnichannel capabilities to improve customer experience.
• Understanding Multiple Platforms:  Develop a deep and comprehensive understanding of multiple platforms, including predictive, preview, and automatic outbound dialing applications. Additionally, this candidate should be proficient in inbound ACD, Omnichannel communication, IVR scripting, and call list management.
• Compliance and Testing: Ensuring compliance with regulations is crucial. The candidate will need to be involved in testing for compliance, making sure that all interactions meet regulatory standards and guidelines. Additionally, this position will ensure compliance with internal and external policies, controls, and regulations, while driving adherence of Call Center policies to ensure effective controls exist to safeguard company assets.    
• Efficiency and Effectiveness: The candidates focus will be on creating efficiency and effectiveness in systems management and performance. This includes developing blending strategies to optimize resource allocation and enhancing customer experience technology to streamline processes. 

Overall, this role is pivotal in driving the performance and efficiency of our contact center operations. The ideal candidate would combine technical expertise with a customer-centric approach to deliver seamless experiences for both agents and customers.

Job Responsibility

Support Development of Five9 and other platforms: Serve as a subject matter expert (SME) for both inbound and outbound functions, as well as Omnichannel strategies within the Five9 platform while overseeing the development, planning, and implementation of dialer strategies which can significantly impact all customers in our portfolio and revenue generated by the organization.  Responsible for development, testing, implementation, and production of daily business reporting.

List Management and Load Balancing: Assist in managing daily list processes and load balancing from various CRM systems, aligning with defined omnichannel strategies, and analyzing their effectiveness.

Relationship Building: Establish strong relationships with internal and external stakeholders to address critical enhancements, performance issues, and downtime affecting the contact center. Develop, Manage and perform ongoing optimization dialer strategy, performance ensuring to deliver strong service levels, occupancy, and call routing to ensure KPI’s are surpassed. Manage dialer strategy, performance ensuring to deliver strong service levels, occupancy, and call routing to ensure KPI’s are met.

System Expertise: Develop comprehensive expertise in multiple contact center systems to effectively support operations and drive improvements.    Have ongoing desire and execution to evaluate new technologies, tools, and applications to reduce costs and/or improve productivity.

System Readiness: Ensure system readiness daily, minimizing outages or delays to business processes.

Compliance Optimization: Support the optimization of outbound campaign technology attributes to ensure compliance with company and regulatory standards, regularly analyzing campaign results and KPIs for optimization.  Assist with daily, weekly, and monthly departmental performance reports. Ensure alignment and compliance with FDCPA, TCPA, Federal and State compliance requirements.

Provide leadership, guidance, and day to day support for the Dialer management including measurable goals and objectives for the team.

Job Responsibilities Cont.

Business Growth Support: Contribute to business growth by identifying and implementing technology and strategy improvements aligned with company goals.

Regulatory Compliance: Monitor controls to ensure compliance with TCPA, state, and federal regulatory guidelines, collaborating with internal audit and compliance teams as needed.

Call Flow Optimization: Optimize call flows to align with defined company KPIs for both customer service, collections, and sales.  Compiles, analyzes and interprets data and makes strategic and tactical recommendations to management through identification of selected data to determine trend patterns, variances, anomalies, call center key events, changes in the market, etc.

Schedule Flexibility: Maintain schedule flexibility, particularly during new project launches or software updates.

Agent Experience Improvement: Develop expertise in enhancing agent experience opportunities with Five9 Omnichannel customer communication.

Accountability:  Understand, adhere to, and enforce all corporate policies including, but not limited to, Purpose Financials Core Values, Code of Ethics, and Information Security Policies.

AWS Lex Implementation Support

Assist in the design, configuration, and testing of Amazon Lex chatbot/voicebot intents, utterances, and conversation flows

Help integrate AWS Lex with existing telephony infrastructure and contact center platforms

Support the creation of test cases and participate in quality assurance (QA) testing of Lex bots

Document bot configurations, conversation flows, and integration architecture

Research AWS Lex best practices and provide recommendations to the team

Assist with monitoring and analyzing bot performance post-launch

Education Required

Bachelor's degree or relevant experience.

Experience Required

• Automated dialer experience
• Dialer Administration Experience
• Strong analytical and problem-solving abilities.
• Proficiency in telephony systems and call center technology.
• Minimum 5 years of related call center technology and previous team leadership experience in a high-volume contact center; Prior collections or sales experience preferred.
• Advanced skills in database query languages (e.g., SQL, SnowFlake, Sigma).
• Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment
• Ability to work effectively in a fast-paced, team-oriented environment.
• Customer-centric mindset with a passion for delivering exceptional service

Knowledge Required

Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.  Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.

Physical Requirements

Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

Travel

10% if any.

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check.