Sr. Contact Center Systems Analyst (Remote)

Purpose Financial•Greenville, SC

2d•Remote

About The Position

As a Sr. Contact Center Systems Analyst, you'll be the go-to person for ensuring the smooth operation of our contact center platform, particularly focusing on the dialer system. This role is pivotal in driving the performance and efficiency of our contact center operations. The ideal candidate would combine technical expertise with a customer-centric approach to deliver seamless experiences for both agents and customers.

Requirements

Automated dialer experience
Dialer Administration Experience
Strong analytical and problem-solving abilities.
Proficiency in telephony systems and call center technology.
Minimum 5 years of related call center technology and previous team leadership experience in a high-volume contact center
Advanced skills in database query languages (e.g., SQL, SnowFlake, Sigma).
Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.
Ability to work effectively in a fast-paced, team-oriented environment.
Customer-centric mindset with a passion for delivering exceptional service.
Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.

Nice To Haves

Prior collections or sales experience preferred.
Bachelor's degree or relevant experience.

Responsibilities

Responsible for day-to-day administration and support of the Contact Center platform, including managing functions such as the Five9 dialer (or other dialers), ACD blending, and Omnichannel capabilities.
Troubleshooting any issues that arise and ensuring that operations run smoothly.
Analyzing and developing operational functions within the Contact Center platform, including optimizing dialer interactions for efficiency and effectiveness, and enhancing Omnichannel capabilities to improve customer experience.
Developing a deep and comprehensive understanding of multiple platforms, including predictive, preview, and automatic outbound dialing applications, inbound ACD, Omnichannel communication, IVR scripting, and call list management.
Ensuring compliance with regulations, testing for compliance, and making sure that all interactions meet regulatory standards and guidelines.
Ensuring compliance with internal and external policies, controls, and regulations, while driving adherence of Call Center policies to ensure effective controls exist to safeguard company assets.
Focusing on creating efficiency and effectiveness in systems management and performance, including developing blending strategies to optimize resource allocation and enhancing customer experience technology to streamline processes.
Serving as a subject matter expert (SME) for both inbound and outbound functions, as well as Omnichannel strategies within the Five9 platform.
Overseeing the development, planning, and implementation of dialer strategies which can significantly impact all customers in our portfolio and revenue generated by the organization.
Responsible for development, testing, implementation, and production of daily business reporting.
Assisting in managing daily list processes and load balancing from various CRM systems, aligning with defined omnichannel strategies, and analyzing their effectiveness.
Establishing strong relationships with internal and external stakeholders to address critical enhancements, performance issues, and downtime affecting the contact center.
Developing, managing, and performing ongoing optimization of dialer strategy and performance, ensuring strong service levels, occupancy, and call routing to meet KPIs.
Developing comprehensive expertise in multiple contact center systems to effectively support operations and drive improvements.
Evaluating new technologies, tools, and applications to reduce costs and/or improve productivity.
Ensuring system readiness daily, minimizing outages or delays to business processes.
Supporting the optimization of outbound campaign technology attributes to ensure compliance with company and regulatory standards, regularly analyzing campaign results and KPIs for optimization.
Assisting with daily, weekly, and monthly departmental performance reports.
Ensuring alignment and compliance with FDCPA, TCPA, Federal and State compliance requirements.
Providing leadership, guidance, and day-to-day support for Dialer management, including measurable goals and objectives for the team.
Contributing to business growth by identifying and implementing technology and strategy improvements aligned with company goals.
Monitoring controls to ensure compliance with TCPA, state, and federal regulatory guidelines, collaborating with internal audit and compliance teams as needed.
Optimizing call flows to align with defined company KPIs for both customer service, collections, and sales.
Compiling, analyzing, and interpreting data and making strategic and tactical recommendations to management through identification of selected data to determine trend patterns, variances, anomalies, call center key events, changes in the market, etc.
Maintaining schedule flexibility, particularly during new project launches or software updates.
Developing expertise in enhancing agent experience opportunities with Five9 Omnichannel customer communication.
Understanding, adhering to, and enforcing all corporate policies including, but not limited to, Purpose Financials Core Values, Code of Ethics, and Information Security Policies.
Assisting in the design, configuration, and testing of Amazon Lex chatbot/voicebot intents, utterances, and conversation flows.
Helping integrate AWS Lex with existing telephony infrastructure and contact center platforms.
Supporting the creation of test cases and participating in quality assurance (QA) testing of Lex bots.
Documenting bot configurations, conversation flows, and integration architecture.
Researching AWS Lex best practices and providing recommendations to the team.
Assisting with monitoring and analyzing bot performance post-launch.