Five9 Systems Administrator

Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose.

The Five9 Systems Administrator will maintain daily operations of the contact center telephony systems providing technical support and management of internal systems so contact center end users can achieve established service level goals for internal and external customers.  The incumbent will provide technical expertise to the contact center computer and telephony systems including third party telephony system(s).  In addition, the Five9 Systems Administrator will perform defined daily support servicing, troubleshoot telephony system issues, manage IVR functionality, digital delivery, review and enhance existing system functionality, and act as the primary point of contact and first level liaison with third party system provider for reporting and troubleshooting issues.

Job Responsibilities:

• Responsible for the daily management and operation of the current cloud-based telephony system (Five9) so that contact center may achieve or exceed established service level goal.
• Act as primary contact to manage service vendor relationships to ensure service issues are resolved quickly and keep contact center and vendors updated using company supported computer applications and platforms.
• Troubleshoot problems and escalate issues as required and ensure all calls made to the ESC Help Desk or Five9 Help Desk are properly documented and followed through to a final resolution, as well as ensure the ticket system is updated with accurate and timely information. This will include type of service, estimated resolution times, billing status and service resolutions.
• Develop training materials and coordinate training of bank associates on new functionality or upgrades of contact center systems as requested by Contact Center Management, utilizing their support team.
• Provide updates on new or revised policies and procedures, new products or services, and sales programs.
• Develop and maintain various system procedure manuals and technical documents for contact center systems to include cloud based telephone system (Five9) utilizing their support team.
• Provide on call system support responsibilities when needed and perform required testing during regular and off hours as required by contact center management utilizing their support team.
• Maintain strong bank product and bank systems knowledge to help provide routine support to contact center and vendors.
• Promote and maintain an ongoing working relationship with other technology and service departments and partner with them to support contact center technology.
• Provide on-site support/triage for contact center technology including desktop, laptop, monitor, and other systems when needed to resolve quick fix issues utilizing their support team.

Minimum Qualifications:

• Must have a high school degree or equivalent with some college curriculum is desired.
• Must have at least 3 years' bank systems, cloud-based telephony, and digital experience. 
• Must have at least 3 years' experience in retail banking to include a thorough knowledge of branch/contact center operating policies and procedures.
• Must have cloud based telephony knowledge and some system education/certification required to manage system.
• Strong computer skills are required.
• Strong background in bank technology, telephony and digital channels is required.
• Must demonstrates strong systems and product knowledge with emphasis on operations knowledge in telephony, online banking, mobile banking, ebanking, and digital channels. 
• Must demonstrate flexibility and ability to achieve growth of the Contact Center around telephony and digital knowledge and skills.
• Must possess good problem solving, analytical, and listening skills.
• Must be a motivated, self-starter requiring minimal supervision.
• Must possess excellent written and oral communication skills and will be required to address the team in both structured and unstructured settings.

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at [email protected].

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.