Servicing Technical Specialist (Contractor)

Varo Bank • Salt Lake City, UT

7h

About The Position

The Servicing Technical Specialist is responsible for the administration and maintenance of Varo's core contact center technology stack. This role involves leading projects related to system configuration, optimization, and integration, and serving as a back-up administrator to the application owner. Success requires comfort with system administration concepts, a proactive and self-driven approach, and the ability to rapidly acquire deep knowledge of new systems. The specialist will also assist in developing new features and implementing custom functionality within core systems to improve operational efficiency and adapt to evolving business needs. Collaboration with multiple departments is essential to ensure technology platforms align with business needs.

Requirements

• Proven experience in system administration for a contact center environment.
• Highly self-driven with the ability to lead and manage multiple technical projects independently.
• Strong technical aptitude and ability to quickly learn and master new software systems and platforms through reviewing online documentation.
• Excellent collaboration and communication skills for working effectively with diverse departments.
• Strong problem-solving skills for troubleshooting complex system and integration issues.
• Understanding of contact center workflows and key performance indicators (KPIs).
• Ability to work independently and collaboratively in a team.
• Ability to work in a fast-paced, rapidly evolving environment.
• Experience with Zendesk, Decagon, Amazon Connect, Airtable, NICE InContact.
• Experience with other contact center platforms or technologies.
• Experience with Microsoft Office.
• Experience with Google Suite.
• Experience in Banking/fintech/financial services industry.

Responsibilities

• Perform system administration and configuration, with a primary focus on Zendesk, ensuring optimal performance and functionality.
• Manage, configure, and maintain other contact center platforms including Decagon, Amazon Connect, Airtable, and NICE.
• Lead the planning, execution, and deployment of technology projects from initiation to completion.
• Collaborate with Operations, Engineering, and other stakeholders to understand business requirements and implement technical solutions.
• Provide administrator-level support and troubleshooting for complex issues across the contact center technology environment.
• Maintain comprehensive system documentation and review online resources to facilitate continuous on-the-job learning.
• Assist with user management, permissions, and security settings across all supported contact center systems.
• Assist with testing new code deployments across Decagon, Amazon Connect, Airtable, and NICE.
• Assist in keeping the Decagon knowledge base current.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed