Contact Center and Voice Systems Administrator

UNITE HERE HEALTH serves over 200,000 workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!

The Enterprise Contact Center & Voice Systems Administrator is the first of it's kind here at UNITE HERE HEALTH. This role will help us ensure we are getting the most out of our call center functionality as effortlessly and efficiently as possible.

Our Administrator will be responsible for managing, configuring, and optimizing enterprise telephony and call center solutions. This role oversees CallTower (Microsoft Teams Voice), Five9 contact center solutions, IVR systems, and mobile communication devices (iPhone, iPad) to ensure seamless voice communication across the organization. They will work closely with call center leadership, IT teams, and vendors to improve system reliability, call routing, reporting, and overall performance of telephony services. Additionally, this role provides technical support, troubleshooting, and strategic input for voice system enhancements.

Essential Job Functions And Duties

• Administer and maintain CallTower Microsoft Teams Voice and Five9 contact center and supporting systems
• Configure and optimize call routing, IVR menus, queues, and reporting within Five9
• Support omnichannel communication through Five9 (phone calls, text messages, call backs, etc)
• Manage user provisioning, licensing, and permissions within CallTower and Five9
• Support third-party WFM and QM systems including reporting and data flow
• Monitor system performance, troubleshoot issues, and ensure uptime for all voice and contact center services
• Work with IT and network teams to troubleshoot call quality issues
• Develop and maintain detailed documentation for call flows, configurations, and troubleshooting guides
• Collaborate with business units to customize call center workflows and improve customer service efficiency
• Stay up to date with the latest features and updates for CallTower, Five9, and related technologies
• Take part in contact center and phone system process improvement opportunities, and lead and participate in related prohects
• Provide training and technical support to end-users, call center agents, and management teams, including providing level II/III related helpdesk
• Assist in the support of mobile technologies including iPhones and iPads. Partner with third-party support for escalation of issues
• Work with vendors as needed for both system implementation and technical support
• Ensure system compliance with IT security policies and telephony best practices
• Diagnose and resolve user issues with desk phones, softphones, IVR systems, and mobile devices
• Document all troubleshooting steps and update knowledge base articles for common issues
  
  

Essential Qualifications

• 2-3 years of direct experience supporting enterprise voice and contact center solutions
• Hands-on experience with Five9 and Teams voice preferred
• Strong knowledge of call center operations, IVR, and telephony best practices
• Experience with call reporting, analytics, and work force management tools
• Strong problem-solving and analytical skills.
• Excellent communication and documentation skills with technical and non-technical stakeholders
• Bachelor's degree in Computer Science, Telecommunications or related field or equivalent work experience
  
  

Salary range for this position: Salary $70,500 - $88,200. Actual base salary may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): Monday~Friday, 7.5 hours per day (37.5 hours per week) as a hybrid / work-from-home arrangement.

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Pension, Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).