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Contact Center Systems Admin (Five9)

Contact Center Systems Admin (Five9)

Job ID 
2017-2052
Job Locations 
US-CA-San Diego
Job Type 
Regular Full-Time
Department 
Office of the CEO

More information about this job

Description:

BofI Federal Bank [NASDAQ: BOFI] with over $8 billion in assets is one of the fastest growing banks in the nation. We are rated in the top 5 online banks in the country!  

  • Deliver assigned components of the omni-channel strategic plan and initiatives for the enterprise, initially focusing on telephony and IVR opportunities
  • Configure, deploy and maintain customer contact channel configurations and integrations with the Salesforce platform
  • Provide day-to-day troubleshooting for user issues, setup, and administrative support of multiple contact channels
  • Develop and maintain current configuration and maintenance documentation for all customer and agent telephony channels, ensuring the customer journey in all channels is considered at all times
  • Support the development of future state IVR and detailed requirements to deliver effective customer self-service
  • Influence business stakeholders to design solutions from the perspective of the customer above all else. 
  • Assess development opportunities from stakeholders and flesh out discovery documentation for projects to meet standards
  • Actively drive projects to meet committed delivery dates
  • Ensure release management adheres to established release protocols and quality standards
  • Support the development and maintenance of enterprise-wide, standardized contact channel reporting (bank-wide, business unit, team, individual) that encompasses customer, internal efficiency and productivity
  • Develop deep knowledge of the needs of the Bank's diverse business unit verticals, and provide solutions that sync with the enterprise strategy​

Key Skill Sets or Knowledge Requirements:

This is a very hands on role involving day-to-day tactical execution of an ambitious contact channel strategy. ​This individual must be presentable, professional and have a "whatever it takes" mentality. They must also have excellent written and verbal communication skills needed to interact with end-users and technical stakeholders. Overall, this individual should be assertive, self-sufficient and self-motivated with the ability to work positively with different departments on deadline driven activities

 

  • Intellectual Curiosity​: Proven ability to rapidly master new systems, technology and apply critical thinking to identify impact of administrative changes
  • Results Oriented: A driver who possess the ability to take actions and implement effective solutions in a timely manner
  • Teamwork: Energy and team capability; the ability to lead, motivate and rally stakeholders. Ability to influence others without a direct reporting relationship
  • Ethics: Highest level of professional integrity and honesty as well as personal credibility
  • Innovative: Dedication to maintaining cutting edge talent with the courage to implement new ideas

 

 

Desired Career Experience & Education Requirements:

  • ​3+ years experience of contact center and IVR implementation, configuration and support, preferably with experience in a cloud based contact channel environment
  • Broad contact center experience either in a leadership role or in direct support of call center solution analysis and delivery
  • Experience configuring custom platform reports and dashboards
  • Salesforce omni-channel configuration and deployment experience desired
  • An unending source of positive energy, perspective, and constructive feedback
  • A relentless drive to make the work, and our impact, even better

 

Preferred:

  • Degree in MIS, computer science or related field
  • Five9 

 

Job Functions & Work Environment

 

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

 

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

 

 

Equal Employment Opportunity

 

BofI Federal Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex , gender identity and expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state and local laws. Candidates must possess authorization to work in the United States.