As a key member of the IT team, you will be responsible for configuration, reporting, training, support, maintenance, and overall improvement of the Five9 system platform. You will also work closely with the salesforce team and will be asked to participate in salesforce administration tasks, projects and initiatives. To accomplish this you will partner closely with IT, Product Teams, Client Service Teams, Operational Support Teams and other teams to understand business needs and provide automated solutions.
- Organizational Priorities: Prioritize Research Programs: Pro-actively direct Grant and TAP programs to address specific research gaps and medical needs.
- Drive Advocacy & Policy Agenda: Develop a coordinated advocacy network and a robust internal policy capability that, together, can influence and educate key policy decision makers on priority access issues to break down barriers.
- Maximize Patient Impact: Reach more patients and have greater impact through improved efficiency, urgency and effectiveness of support, education and information delivery.
- Increase Awareness: Raise LLS brand awareness and engagement to drive revenue and establish LLS as the leading cancer organization driving cures and access.
- Improve Net Profitability: Maximize net income from existing channels through prioritization, organizational alignment and optimization of resources.
- Diversify Revenue: Identify and develop high-growth, high-margin revenue opportunities focusing on volunteer initiatives, eRevenue, donor development and new partner development.
- Enhance Organizational Performance: Assess resources, improve productivity and optimize organizational capacity.
Areas of Responsibility:
- Serve as a key subject matter expert on complex and/or critical business issues and processes with particular emphasis on the Five9 system and call center processes
- Solve complex problems and develops innovative solutions related to the Five9 platform utilized by the business segments supported
- Collaborate with Five9 and department heads to define requirements, configure and deploy Five9 for call center usage.
- Add – Change - Delete Five9 users
- Perform system monitoring, analysis, administration, troubleshooting, testing, software and data environment refreshes as needed
- Package and deploy software changes to all environments (development, testing, production)
- Work with BAs, IRC and IT System Engineering
- Resolve problems and provide guidance in support of system improvements
- Adapt departmental plans and priorities to address business and operational challenges
- Demonstrate ability to remain calm when trouble shooting user issues
- Demonstrate ability to influence business teams on maximizing the applications being developed leveraging the best solutions
- Serve as a subject matter expert on complex and/or critical business issues and processes with particular emphasis on the salesforce system
Educational Background:
Undergraduate degree or equivalent experience
Skills/Experience:
- Experience with SAAS/Cloud based call center application administration
- 5+ years of Salesforce.com administration and customization
- 5+ years working on implementations of the Salesforce.com application
- 5+ years call center system telephony and call routing
- Proficiency in Salesforce.com administrative tasks such as creating user profiles, roles, custom objects, custom fields, page layouts, workflow rules, validation rules, reports, dashboards
- Experience with data management and relational database reporting.
- Excellent communication skills and ability to communicate at all levels of the organization
- Ability to translate business requirements into technical deliverables
- Agile / Scrum background
- Expertise with Salesforce Customer Communities, Lightning Process Builder and Visual Flows
- Not For Profit background is a plus
Job Function:
Listing Stats
Post Date:
Jun 3 2018
Active Until:
Jul 4 2018
Hiring Organization:
The Leukemia & Lymphoma Society
industry:
Nonprofit