Five9 Administrator Position Available In Orange, Florida
Tallo's Job Summary: AutoPayPlus is seeking a skilled Five9 Administrator to manage, maintain, and optimize Five9 and RingCentral platforms. Responsibilities include technology mastery, troubleshooting, reporting, workforce management collaboration, customer experience management, training, process improvement, and professional development. Qualifications include experience with Five9 or other CCaaS platforms, RingCentral or similar VoIP tools, analytical skills, and effective communication abilities.
Job Description
Five9 Administrator AutoPayPlus by U.S.
Equity Advantage Orlando, FL Job Summary:
AutoPayPlus is seeking a skilled and proactive Five9 Administrator to manage, maintain, and optimize our Five9 and RingCentral platforms. This individual will play a key role in ensuring system functionality, supporting contact center performance, improving customer experience, and collaborating with cross-functional teams.
Key Responsibilities:
1. Technology Mastery Administer and configure Five9 and RingCentral platforms. Maintain integrations with CRMs and third-party tools (e.g., Calendly). Manage user profiles, call routing, and permissions. 2. Troubleshooting & Support Diagnose and resolve call flow issues, integration problems, and IVR misroutings. Address latency, connectivity, and performance concerns. Collaborate with vendors for escalated technical issues. 3. Reporting & Analytics Create and maintain operational and KPI reports. Analyze agent productivity, adherence, and root causes of service-level failures. Generate ad-hoc reports as needed by management. 4. Workforce Management (WFM) Collaboration Partner with WFM to optimize scheduling and queue management. Monitor and react to real-time call volume fluctuations. Recommend staffing changes and support intraday adjustments. 5. Customer Experience (CX) Management Enhance first call resolution, minimize abandonment, and optimize IVR experiences. Monitor CSAT and agent satisfaction data to inform service strategies. Support service recovery processes post-incident. 6. Training & Coaching Train agents on system updates and tools. Develop guides, knowledge articles, and host refresher sessions. Provide coaching on analytics/reporting features. 7. Process Improvement Identify workflow inefficiencies and propose solutions. Improve call routing, escalation paths, and automation opportunities. Lead continuous improvement efforts using feedback and data. 8. Professional Development Stay informed on CCaaS trends and technology updates. Attend industry events and pursue relevant certifications.
Qualifications:
Proven experience administering Five9 or other CCaaS platforms. Familiarity with RingCentral or similar VoIP tools. Strong analytical and troubleshooting skills. Experience with CRM integrations and contact center metrics. Effective communication, training, and documentation abilities. Ability to thrive in a fast-paced and collaborative environment.
