Description
About the Job The CAGS Contact Center Systems Administrator is a full-time, exempt, remote position reporting to the Assistant Vice President of Enrollment for the College of Adult and Graduate Studies at Colorado Christian University. The Administrator will manage day to day operations of the contact center, ensuring that all campaigns and systems function according to set expectations, reviewing call reporting for trends and recommending needed adjustments. They will also perform policy and data analysis, decision support, predictive modeling related to enrollment, financial aid communication and front-end retention initiatives in support of the CAGS Enrollment Department About CCU Colorado Christian University is the premier interdenominational Christian university in Colorado and the Rocky Mountain region, delivering world class education to thousands of students. The fully accredited, nonprofit University is located in Lakewood, Colorado, a suburb of Denver. Colorado Christian University was founded in 1914. CCU’s motto is grace and truth. This motto comes from John 1 : 14, “And the Word became flesh and dwelt among us, and we have seen his glory, the glory as of the only Son from the Father, full of grace and truth.” (ESV) CCU's mission is Christ-centered higher education transforming students to impact the world with grace and truth. Colorado Christian University cultivates knowledge and love of God in a Christ-centered community of learners and scholars, with an enduring commitment to the integration of exemplary academics, spiritual formation, and engagement with the world. We envision graduates who think critically and creatively, lead with high ethical and professional standards, embody the character and compassion of Jesus Christ, treasure the gospel, and who thereby are prepared to impact the world in their callings. CCU embraces an educational model that was present at the foundation of many of the great western and American universities. It is made up of three pillars—competence, character and Christ-centered faith. Secular universities have abandoned two of those pillars. We think this is a major oversight that eventually undermines education. Furthermore, we believe this classical educational model is both life-giving and greatly needed in our time. A leader in higher education, CCU has been consistently ranked in the top 2 percent of colleges and universities nationwide for its core curriculum by the American Council of Trustees and Alumni. CCU has had ten consecutive years of enrollment growth and has been named one of the five fastest-growing master’s granting universities by The Chronicle of Higher Education. CCU offers more than 200 degree program options for traditional and adult students through its two colleges the College of Undergraduate Studies and College of Adult and Graduate Studies. More than 9,000 students attend the University on the main campus, in regional centers throughout Colorado, and online. What is most appealing about working at CCU?
- Faith-friendly : CCU’s culture is unique to higher education. Where else can you pursue academic excellence yet read the Holy Bible, pray with teammates and students at work, and work to impact our culture in support of Christian values?
- Convictionally Christian : As a university, we have an enduring commitment to Christ, his kingdom and the truth of God’s Word.
- Live out your calling : We are a traditional evangelical university where you can invest your God-given talents and abilities alongside coworkers and teammates, while having a profound influence on students as they deepen their relationship with Jesus Christ.
- Equip students for kingdom work : You can be a part of helping students discover their callings and preparing them for positions of significant leadership in the church, business, government, education, and other professions, as a key part of our University's Strategic Priorities.
We’re looking for candidates who have :
Two or more years of experience in college / university admissions, sales, public relations, corporate development, marketing, or other related field. Master's degree preferred but not required.Two or more years of experience in data analysis, program evaluation, or research, in extracting data from multiple sources, merging that data and finding and in resolving inconsistencies and experience performing data quality analysis on datasets and reports.Demonstrated superior oral, interpersonal, and written communication skills. Must communicate effectively both internally and externally.Current experience using business management tools, desktop strategic planning, database, spreadsheet and project management software and college / business wide information technology systems.A polished, professional demeanor is required for this position as the successful candidate will regularly interact with customers, faculty, and staff.Bachelor's degree in computer science, information technology, or a related field.Proven experience as a system administrator or similar role, with specific experience administering Five9 or other cloud contact center platforms.Strong understanding of call center operations, including call routing strategies, IVR design, and workforce management.Familiarity with telephony concepts and protocols, such as SIP, RTP, and VoIP.Excellent troubleshooting skills and the ability to diagnose and resolve complex technical issues in a timely manner.Solid knowledge of network infrastructure, security principles, and best practices.Effective communication skills, with the ability to convey technical concepts to non-technical stakeholders.Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities simultaneously.Key Job Duties
Contribute to CCU’s Mission : Christ-centered higher education transforming students to impact the world with grace and truth. In this role, the Director of Enrollment Effectiveness shares the vision of how a degree or program through CCU will transform prospective students as they obtain their education with a Christian worldview that emphasizes how personal values and ethics can impact education, life, and work.Responsible for the ongoing analysis of enrollment best practices, ongoing gaps analysis, analysis of trends in enrollment and any other short-term and ongoing projects assigned by the Assistant Vice President of CAGS Enrollment.Complete quarterly recruitment funnel analysis by region, inquiry source, major, etc. to ensure effective deployment of recruitment resources.Coordinate data reporting throughout the Department of CAGS Enrollment to include enrollment modeling, creation of enrollment-related reports and dashboards, retention research, and market forecasting (geographic, demographic and special populations) to support the needs of the division.Provide general support for the CAGS Enrollment and Marketing division, including routine data management and data clean-up, ad hoc project support, organization of reports / report inventory.Oversee the day-to-day operation of the Five9 contact center platform, including user management, configuration and troubleshooting.Configure and optimize Five9 call flows, IVR, scripts, queues and other system settings to ensure efficient call routing and maximum productivity.Monitor contact center system performance, call quality, and service levels to identify issues and proactively implement solutions.Implement security best practices and ensure compliance with relevant regulations such as HIPAA, GDPR, TCPA and state dialing requirements. This includes staying informed of federal regulations and individual state-level privacy laws, as outlined in the attached regulatory landscape overview. The Director will be responsible for monitoring changes in regulations and manage compliance with state-level DNC lists, enacted privacy bills, active bills, and Privacy Acts.Work with Enrollment Trainer to provide training and support to end users, including enrollment counselors and enrollment directors, to ensure they can effectively use the Five9 platform and its features.Maintain comprehensive documentation of system configurations, procedures and troubleshooting steps to facilitate knowledge sharing and for future reference.Liaise with Five9 support and other vendors as needed to resolve technical , escalate tickets, and coordinate system upgrades and maintenance.Stay informed about industry trends and best practices related to cloud contact center technology and recommend improvements to enhance the functionality and performance of the Five9 platform.Work effectively and positively with other administrators and faculty to establish and maintain effective positive working relationships with all stakeholders. Collaborate with other IT staff to integrate Five9 with existing systems and applications to streamline workflows and improve data accuracy.
