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 call center engineer with Five9 and Genesys Pure Cloud skills to support Beyond Finance’s ambitious growth. The hire will provide frontline support to our agents and help increase efficiency, reliability, and integration of our services and operations. New hire will work daily in a semi-autonomous environment with a group of senior call center administrators, programmers and support team
What You'll Do
Five9 and Genesys Engineer will:
- Manage multiple cloud call center solutions: agent configuration, campaigns, queues, skills, etc.
- Drive VOIP QoS delivery for outbound and Inbound interactions to maximize agent productivity, meeting business KPIs.
- Maintain Call Center Technology operational support, meeting SLAs and projects deadlines.
- Manage recordings, reporting and other auxiliary call center applications.
- Provide configurations and programming for the system as needed, working with various internal and external technical teams.
- Work within a multi-vendor environment on escalation of issues and driving those escalation to resolutions.
- Real time troubleshooting of Five9 and Genesys 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.
- Troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
Required Experience
- Five9 and Genesys pureCloud call center administration
- Experience with Five9 and Genesys connectors to provide real time data access during a call
- Data extraction and reporting, custom reports and scheduling
- Analytical ability to understand the issues trend and proactive issues resolution
- Experience with Pre-Packaged CRM Integrations such as Salesforce
- More than two years of experience in a Five9 and Genesys Administrator/Engineer Role
- 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.
Requirements
- 2+ years of experience in a Genesys & Five9 Operation support
- Bachelor's degree in engineering or related field preferred
- Five9 and/or Genesys Admin Certifications
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.
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Date Posted
08/02/2023
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