Contact Center Systems Analyst

About Us:
DailyPay is transforming the way people get paid. As a worktech company and the industry's leading earned wage access solution, DailyPay uses an award-winning technology platform to help America's top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace.
DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.
The Role:
As a Contact Center Systems Analyst you will be responsible to maintain and monitor systems to support contact center Operations and for the execution of day-to-day configuration, support, and maintenance of our Customer Support software stack. Some of these tools are Zendesk, Five9,Observe AI, Ada, and Assembled. You'll be a leader on tool usage, standard methodologies, implementation and documentation. You'll also collaborate with department leadership to analyze and uncover efficiencies within existing processes and automation opportunities, as well as making recommendations for future improvements.
How You Will Make an Impact:
Administrator:

• Provisioning access for all roles; agent, supervisor, management
• Gathering and prioritizing change requirements for the system
• Managing the internal testing and rollout of changes across all teams
• Performing hands-on implementation of day-to-day changes including IVR flows
• Evaluating and fine-tuning existing workflows, as well as experimenting with new ones for future business needs
• Periodically auditing permissions and ensuring access is appropriate
• Being the interface to platforms Customer Success / Customer Support Teams for technical troubleshooting
• Working with Learning & Development team to establish best practices and "how-to" documentation to ensure our team gets the most out of all tools

Reporting:

• Ability to translate business requirements into Key Performance Indicators

What You Bring to The Team:

• Bachelor's Degree or equivalent experience
• History of providing or building delightful customer experiences
• 1+ year of experience managing customer support software
• Ability to work flexible hours as needed
• Strong attention to detail
• Ability to collaborate across teams
• Written and verbal communication skills
• The ability to take initiative and be self-motivated
• Comfortable with ambiguity
• An adaptable and flexible attitude

Nice to Haves:

• Experience working with Zendesk, Five9, Assembled, Ada, Observe AI
• Experience with Excel (pivot tables, etc.), Google suite of programs
• Experience with AI tools

What We Offer:

• Exceptional health, vision, and dental care
• Opportunity for equity ownership
• Life and AD&D, short- and long-term disability
• Employee Assistance Program
• Employee Resource Groups
• Fun company outings and events
• Unlimited PTO
• 401K with company match

#BI-Remote #LI-Remote
Pay Transparency. DailyPay takes a market-based approach to compensation, which may vary depending on your location. United States locations are categorized into three tiers based on a cost of labor index for that geographic area. The salary ranges are listed by geographic tier. Additionally, this role may be eligible for variable incentive compensation and stock options. Where a candidate fits within the compensation range for a role is based on their demonstrated experience, qualifications, skills, and internal equity.
New York City
$62,000 - $73,000 USD
Remote, Premium
$56,000 - $66,000 USD
Remote, Standard
$52,000 - $63,000 USD
DailyPay is committed to fostering an inclusive, equitable culture of belonging, grounded in empathy and respect, which values openness to opinions, awareness of lived experiences, fair treatment and access for all. We strive to build and develop diverse teams to create an organization where innovation thrives, where the full potential of each person is engaged, and their views, beliefs and values are integrated into our ways of working.
We encourage people of all backgrounds to join us on our mission. If you require reasonable accommodation for any aspect of the recruitment process, please send a request to [email protected]. All requests for accommodation will be addressed as confidentially as practicable.
DailyPay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.