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.
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
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
- Undergraduate degree or equivalent experience
- 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:
Jul 11 2018
Active Until:
Aug 11 2018
Hiring Organization:
The Leukemia & Lymphoma Society
industry:
Nonprofit