Customer Contact Administrator

The Fay Group

Founded in 2008, The Fay Group is a diversified real estate services company offering a complete range of home ownership products and services to include mortgage servicing, property renovations, property management, realty, business purpose lending and insurance to homeowners, investors and clients nationwide. We consider the people behind those mortgages, and work hard to give them the best opportunity to stay in their homes by providing solutions to navigate the challenges of homeownership while working toward their long-term financial goals.

Join Us on Our Journey

We are currently looking for Customer Contact Administrator to join our team.

Reporting to the Chief of Staff for IT, the Customer Contact Administrator is responsible for overall administration of the Nice CXone system, overseeing and optimizing utilization to manage omnichannel customer interactions, drive operational efficiency, and enhance customer satisfaction. Responsibilities include the administration, configuration, and maintenance of the NiCE CXone cloud-based contact center platform. This includes IVR administration, call campaigns, inbound and outbound skills, outbound dialer strategy development and execution, omnichannel development, agent assistance and scripting.

The Customer Contact Admin must be able to understand the inter-relationships between multiple companies within the company and configure the system to best support the enterprise as a whole. This position requires an in-depth knowledge of how to create dashboards, queue boards, develop and deliver scorecards and reports, along with the ability to monitor the health of the call center & workforce utilization on a real-time basis. Ongoing thoughtful collaboration with IT, contact center leadership, and other stakeholders is critical to ensure the platform meets operational needs, leverages all available features, and maintains high performance and security standards.

Qualifications Include:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• 5 years’ experience administering a CCaaS platform, with at least 2 years with NICE CXone.
• Proven experience managing an enterprise-scale contact center system
• Familiarity with cloud-based technologies and omnichannel contract center operations
• Proficiency in NiCE CXone administration, including Studio scripting, WFM, and analytics dashboards
• Knowledge of telephony systems, APIs, and integrations with CRM and other enterprise software
• Basic understanding of AI and automation tools within contact center platforms
• Experience with the Velocify lead management system is preferred
• Proficiency with MS Office suite of tools
• Effective verbal and written communication skills
• Strong interpersonal skills with the ability to communicate effectively with a wide audience
• Collaborative and consultative work style
• Demonstrated ability to quickly establish credibility; coupled with for recognizing and supporting the organization’s culture, values and priorities
• Client focused with strong execution skills and a results orientation; able to link to business needs with tactical execution and results
• Effective decision-making and problem-solving skills
• Strong analytical skills coupled with sound judgement
• Ability to analyze and interpret data to identify opportunities and propose solutions
• Strong project management skills with the ability to effectively lead matrix teams
• Able to manage and lead change; agile; high learning agility
• Strong attention to detail; quality and compliance orientation
• Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment
• Self-directed; ability to proactively surface questions, opportunities, issues, and concerns
• Professional maturity, integrity, and ability to maintain confidential data and information
• Strong business acumen; strong fiscal and technical aptitude

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Featured Benefits

• Medical, Dental and Vision Insurance
• Company Paid Life Insurance
• Disability Insurance
• Pet Insurance
• 401k Program with Employer Matching
• 3 Weeks Paid Time Off (PTO)
• Paid Holidays
• Wellness Initiatives
• Employee Assistance Program
• Eligible for Hybrid Work Schedule with Remote Flex Days

Compensation

• The hiring range for this position is between $75,000-$100,000 annually
• This position is eligible for an annual discretionary bonus

Fay Cares!

The Fay-Constructive Foundation was established to fulfill the philanthropic mission of The Fay Group employees to serve the communities in which they live and work. Our employees make voluntary contributions to the Foundation. Each quarter, their contributions are donated to organizations focused on improving education opportunities, combating poverty, and supporting military service members and first responders.

At Fay, we believe that the best ideas come from having a team that is diverse in backgrounds, experiences, and perspectives. We strive to ensure each of our employees feels valued, respected, and included, and is presented with equal opportunities to be successful. Fay is an equal-opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information, go to www.dhs.gov/E-Verify.