Five9 and Genesys Engineer I
Job Description
At Beyond Finance, we’ve made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we’ve helped over 300,000 clients on their path to a debt-free life.
While we’re proud of what we’ve already accomplished (over $2 billion in resolved debt), we're searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
About the Role
We are seeking a Five9 and Genesys Clouds Engineer to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective solutions to increase efficiency, reliability, and integration of our services and operations. You will work daily in a semi-autonomous environment where fast prototyping emerging technologies to solve industry-related problems is the rule.
What You'll Do
Five9Â
- Manage multiple inbound queues and outbound campaigns
- Drive pacing for outbound to maximize agent productivity and maintain <= 3% abandon rate
- Campaign management for sales rep break/lunch schedules
- Configuration and management of agents to achieve skill based routing. Match lead to agent based on lead score and agent skill set
- Real time troubleshooting of Five9 application and telephony functionality
- Trend analysis to guide business in dialer optimization. Call back rates, answer rates, RPC achievement
- Work with developers on reporting, API integration, 3rd party app integration including Salesforce
Genesys CloudÂ
- Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting
- Troubleshooting IVR call flow, telephony, call quality, functionality and usability verification
- Configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing)
- Inbound and Outbound (preview dialing) call routing
- Users, Roles and Permissions
Required Experience
- Working knowledge of ACD telephony platforms (VoIP) provisioning
- Computer Telephony Integration (CTI) web services API
- Configuration Web Services API
- Reporting Web Services API
- Statistical Web Services API
- Experience with connectors to provide real time data access during a call
- Experience with Pre-Packaged CRM Integrations such as
- Salesforce
- More than two years of experience in a Five9 and Genesys Administrator Roles
- Knowledge of out of the box reports for Queues, Agents, Interactions, Campaigns, IVR Scripting, List Reports, Contacts, Do Not Call, Worksheets and custom report creation
- Hands operational support and ability to triage properly to address priority issues/outages with the highest attention
- Ability to juggle various work activities in fast pace environment and shift their attention from one task to another to meet the demands of different stakeholders
Why Join Us?
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.
Date Posted
08/02/2023
Views
50
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