five9 AdministratorEmapta Versatile Services Inc

Job Description
Ready for a career makeover Step into the extraordinary and unlock global opportunities without leaving your homeland!
Say hello to the revitalizing world of international opportunities within arms reach and an opportunity to create lasting impact. Foster growth alongside a business that lifts the bar and transforms your career path to its best version yet.
As part of a global team, youll have the chance to showcase your talents on a broader stage. Your expertise will shine as you make a significant impact that leaves a lasting legacy. This is your opportunity to create the future youve always dreamed of, with every achievement propelling you towards your best self!
Whom you'll work with:
Join our team and step into an extraordinary journey with a premier storm restoration expert! Our client, a recognized leader in the industry, is on a mission to transform homes and create beautiful, enduring spaces. With a team of industry experts, we make the remodeling process enjoyable and stress-free from start to finish. We embrace cutting-edge technology to deliver the highest quality service with confidence.
As a member of the team, you will not only be involved in remodeling exceptional homes, but you will also become part of a close-knit community that has fostered a culture where collaboration, support, and mutual success thrive. Seize this opportunity to leave your mark and bring your design dreams to life!
Job Description
Get ready to make an impact as aUnified Communications Engineer! Are you passionate about leveraging cutting-edge technology to drive effective communication and optimize performance Then this role is for you!
In this role, you will play a pivotal role in administering and enhancing our Five9 dialing platform, creating impactful inbound/outbound campaigns, and maximizing the efficiency of our Call Center operations. You will also have the opportunity to work with data models in Power BI, collaborate on 3rd party integrations (including custom integrations with Salesforce and lead management platforms), and promptly address user-reported issues through our existing ticket system and process.
Join our client's team and be part of a dynamic and innovative environment where your skills and contributions will make a significant impact!
Here's an overview of your future role:
Employment Type: Full-time
Schedule: Night Shift
Work Arrangement: Hybrid
What do you need to succeed
Experience managing Five9 dialer software and IVR/VRU &; ACD functionality in a 75+ seat call center required
Detail-oriented, analytical, self-motivated, and comfortable with complex concepts
5+ years of relevant experience administering telephony systems in a Call Center environment
Bachelor's degree or equivalent in a technical field preferred
Strong understanding of how integrations work and very strong in building customized reports and creating dashboards in Excel
Basic coding skills will be helpful
Experience with workforce management for forecasting employees headcount for each shift
Ability to work in a fast-paced environment and adjust focus and workflow based on changing deadlines and needs
What awaits you in this role
Develop and maintain data models in Power BI
Create visually appealing and informative dashboards and reports
Collaborate with cross-functional teams to identify and address business needs
Ensure data accuracy and consistency across multiple data sources
Create, maintain, and manage dialing lists and campaigns
Manage Five9 performance, including monitoring of dropped calls, abandoned rates, and other metrics needed to optimize call-handling processes
Respond to user-reported issues via existing ticket system and process; troubleshoot with Call Center Agents and Supervisors experiencing problems or inefficiencies
Explore and expand on the existing calling platforms automation and integrations
Work with 3rd party integrations, including our custom integrations with Salesforce and our lead management platform
Communicate with management and business users daily to define, monitor &; implement strategies and initiatives to optimize Call Center and Sales performance
Generate reports; configure report automation and scheduling as necessary
Utilize workforce management tools to forecast employee headcount for each shift
Assist with other duties as assigned
Why choose us
Day 1 HMO plus 1 free dependent for your peace of mind
Freedom of hybrid work arrangement
Standard government and Emapta benefits
20+ Leave credits consumed at your discretion
Career growth opportunities
Diverse and supportive work environment
Who are we
Discover a world of possibilities atEmapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.
With a wide roster of international clients from various industries and a proven track record of success,Emaptaoffers a stable foundation foryour career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.
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