What are the responsibilities and job description for the IT - Five9 Administrator position at DaBella?
Overview:
Join DaBella, a rapidly growing home improvement company, as a Five9 Contact Center Administrator/Developer, where you’ll play a pivotal role in driving lead generation success. In this dynamic position, you’ll optimize and manage our Five9 platform to ensure our call centers operate at peak efficiency, supporting our mission to connect with customers and deliver exceptional service. At our core, we embody the values We Lead, We Care, We Grow—leading with innovation, caring for our team and customers, and fostering continuous growth. If you thrive on leveraging technology, solving complex problems, and driving results in a fast-paced environment, we’d love to connect with you!
Compensation: $75,000-$85,000 Salary
Job Responsibilities:
- Build and maintain IVRs, queues, chat, and SMS messaging capabilities.
- Provide support if needed on contact routing, calls flows, agent skills, and campaigns.
- Provision TFNs, DIDs, and campaigns.
- Configure inbound and outbound SMS messaging flows.
- Identify bottlenecks and optimize system performance to meet and exceed operating metrics.
- Assist in creating reports on key metrics, such as platform uptime, call handling times, agent performance, wait time, abandonment, after call work, and service levels.
- Plan, design, prioritize and implement emerging technologies to innovate and improve contact center process, systems and service delivery.
- Writing technical / Process specifications and design documents.
- Collaborate and establish partnerships with key stakeholders to continuously improve end user experience.
- Intake, triage, and resolve user issues while adhering to business SLAs (service level agreement).
- Develop and maintain APIs to integrate the telephony/messaging platforms with CRM and other platforms.
- Provide advisory and technical services to the contact centers in the areas of operations, system enhancement & configuration, and training on Five9.
- Research best practices and industry trends of contact centers and related topics.
- Leverage Salesforce flows to manage contacts lists
Experience / Qualifications:
- Minimum 2 years hands-on experience as a Contact Center Developer/Admin in a high-volume call center. Direct experience in Five9 needed.
- Experience with Salesforce Flows
- Minimum 1 years hands-on experience in integrating telephony and messaging platforms with CRMs.
- Bachelor’s degree in computer science / information technology or equivalent work experience
- Strong analytical and problem-solving skills.
- Ability to thrive in a fast-paced, ever-changing work environment.
Benefits:
● Employees and their families are eligible to enroll in:
● Medical, Dental, and Vision
● Health Savings Account (HSA)
● Company Sponsored Life Insurance
● Supplemental Life Insurance
● Long-term and short-term disability
● Accident protection
● Employee assistance program - access to counseling services and other tools to improve work/family/life balance
● Pet Insurance for your furry family member
● 401k plan
● Additional Insurance Programs include:
○ UHC Rewards
○ Rally Health
○ One Pass Select (gym membership subscription)
Additional Perks:
● VPTO (Volunteer paid time off) year-round incentives to give back to your local community
● Personal/Professional Development - we provide books, courses, and opportunities to attend leadership conferences
● Relocation opportunities to other branches across the nation
Each DaBella Employee receives:
● 80 hours of Paid Time Off annually with incremental increases
● 6 paid holidays during a calendar year effective day one of employment
DaBella is a values-focused company that works for people who want to work to help others create value. The kind of company people want to work with and work for. We do it differently than most.
Change is constant, but our values remain steadfast: We Lead, We Care, We Grow.
For more information, please visit DaBella.us
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Salary : $75,000 - $85,000
