Business Systems Analyst II
Kforce Inc.
Job Info
RESPONSIBILITIES:
Kforce has a client in Louisville, KY that is seeking a Business Systems Analyst II that is instrumental in working on all system level work. This position would be one of the primary engineers for all contact center work. The Business Systems Analyst is vital to providing timely system level support to the facilities for all their Contact Center service needs, and will work with multiple teams of developers in a dynamic environment.Responsibilities:- Creates, maintains, and updates the Five9 application used for calls
- Creates, maintains, and updates the IVR configurations based on requirements from the business leadership
- Provides application support expertise with a focus in Five9 contact center technology including omnichannel routing of voice, SMS, email and chat
- Analyzes, diagnoses, and resolves application problems related to Five9's contact center technology
- Works with developers, QA staff and others for continuous process improvements and high quality deliveries on time
- Works with the business leadership on requirements for updates to the IVR and other Five9 technology and modules
- Works as the focal point for all vendor management with Five9, including recurring meetings and issue management
- Creates and schedules reports of statistics to assess the performance of campaigns/agents for all channels against Key Performance Indicators (KPIs) and service level agreements (SLAs)
- Develops policies, procedures, and standards for installing, configuring, and supporting Five9's contact center technology
- Collaborates with other staff to maintain application and network security as related to Five9's contact center technology
- Monitors applications to ensure compliance with licensing agreements and system availability
- Provides training and technical assistance to other staff on contact center technology software and related issues
- Performs on-call or scheduled after hours work as required
- Performs related work as assigned
REQUIREMENTS:
- High School diploma or GED equivalent
- Associate's degree; Bachelor's degree; Master's degree in (specify) or related field
- Five (5) years of full time, recent system administration experience
- Two (2) years of administering a contact center environment
- Experience in Five9 cloud-based contact center design and support
- Experience with one or more of the following technologies: IVR Programming, Automatic Call Distribution, Workforce Management software, Quality Monitoring software
- Experience with HTML scriptin
- Experience with VOIP and IT Infrastructure technologies, such as DNS and Windows 10
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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