Onsite Five9 Platform Specialist

5 days ago


Chicago, Illinois, United States Alexandra Lozano Immigration Law PLLC Full time
Job Description
We're seeking a skilled Five9 Application Administrator to join our team at Alexandra Lozano Immigration Law PLLC. As a key member of our operations team, you will be responsible for overseeing the administration, optimization, and strategic planning of our Five9 platform.

The ideal candidate will have a strong background in Five9 administration, data analytics, and cross-functional collaboration to resolve operational challenges and improve performance outcomes. You will also have experience with data analysis, KPI development, and CRM integration. A bachelor's degree in a related field and 3+ years of experience with Five9 administration or similar contact center platforms are required. Bilingual fluency in English and Spanish is also required.

Responsibilities:
  • Serve as the primary administrator for the Five9 platform, managing configuration, customization, and maintenance.
  • Develop and implement a strategic roadmap for Five9 features and upgrades to align with organizational objectives.
  • Monitor system performance, troubleshoot issues, and ensure 24/7 reliability.
  • Partner with IT and vendors to execute integrations, updates, and patches.
  • Create, manage, and optimize call flows, IVR scripts, and campaign settings.
  • Provide training and support to staff on Five9 functionalities to ensure effective adoption and usage.

Requirements:
  • Bachelor's degree in Business Administration, Information Technology, Data Analytics, or a related field (or equivalent experience).
  • Bilingual fluency in English and Spanish is required.
  • 3+ years of experience with Five9 administration or similar contact center platforms.
  • Demonstrated expertise in data analytics, KPI development, and deriving actionable insights.
  • Technical proficiency with Five9 features, including call flow design, IVR scripting, and reporting tools.
  • Strong problem-solving skills with the ability to manage multiple priorities in a dynamic environment.
  • Excellent communication skills to collaborate effectively with both technical and non-technical stakeholders.
  • Experience with CRM integration (e.g., Salesforce, Microsoft Dynamics) is a plus.

Salary Range: $69,000 - $117,000 per year

We offer a competitive compensation package, including medical, dental, vision, long-term disability, PTO & Sick Leave, fitness membership, life insurance, employee appreciation events, 401(k) with 6% employer match, and an Employee Assistance Program.

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