Contact Center and Unified Communications Administrator (Remote) - Covetrus - USA - work from home job
Company: Covetrus
Job description: Covetrus is a global animal-health technology and services company dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We’re bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance in the world of veterinary medicine. Covetrus has more than 5,000 employees, serving over 100,000 customers around the globe.
SUMMARY
We are looking for a Contact Center and Unified Communications Administrator to join our dynamic Sales, Service, and Marketing CoE team with a heavy focus on our Customer Service organization. The successful candidate will be responsible for the ongoing support, administration, and optimization of our Five9 Contact Center as a Service (CCaaS) omnichannel communications (chat, text, social, voice, etc.) and Teams Voice platforms. Additionally, this role will involve low code / no code development and maintenance of Five9-based Interactive Virtual Agents as well as managing integrations with Five9, Teams Voice, and Salesforce to ensure seamless and efficient customer interactions. The ideal candidate will have a strong understanding of contact center technologies, unified communications, cloud-based solutions, and related CRM integrations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Administer and support the Five9 CCaaS platform, ensuring its optimal performance and availability.
• Configure and manage omnichannel communications including voice, chat, email, and social media within Five9.
• Oversee the integration of Five9 with Salesforce Service Cloud, ensuring data synchronization and seamless interaction between the platforms.
• Develop and maintain IVR (Interactive Voice Response) scripts, IVA (Interactive Virtual Agent) automations, call flows, and routing strategies.
• Teams Voice responsibilities include setup and maintenance of call routing, queue management, hunt group, phone tree/menu, calendar and calendar-based messages, other configurations as needed, and third level support (Service desk is primary, and IT Infrastructure is secondary).
• Monitor system performance, generate reports, and analyze data to identify trends and make recommendations for improvements.
• Provide technical support and troubleshooting for Five9, Teams Voice and Salesforce issues, working closely with vendors and internal teams.
• Conduct regular system audits and implement security measures to ensure data integrity and compliance with industry standards and regulations.
• Develop and maintain documentation, including system configurations, procedures, and training materials for end-users.
• Collaborate with cross-functional teams to understand business requirements and implement solutions that enhance customer experience and operational efficiency.
• Keep skills current in administration, configuration, and low code / no code development for our Cloud CCaaS and Cloud UCaaS platforms.
• Stay current with industry best practices, technologies, emerging trends, and upcoming feature/function releases in contact center and unified communications solutions.
QUALIFICATIONS:
EDUCATION AND/OR EXPERIENCE
• Bachelor’s degree in computer science, Information Technology, or a related field.
• Minimum of 3 years of experience in administering and supporting Five9 CCaaS or similar contact center platforms.
• Experience with Salesforce Service Cloud integration is highly desirable.
• Knowledge of contact center technologies including IVR, ACD, CTI, and omnichannel communication.
• Familiarity with cloud-based solutions and VoIP technologies.
• Relevant certifications such as Five9 Certified Professional, Salesforce Certified Service Cloud Consultant, Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate, Microsoft 365 Certified: Teams Administrator Associate, or similar are a plus
COMPETENCIES (SKILLS AND ABILITIES)
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Detail-oriented with strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Strong customer service orientation with a focus on collaboration and building relationships.
• Technical proficiency in scripting languages and tools used in contact center environments.
• Knowledge of data security and compliance standards.
• Ability to translate business requirements into technical solutions.
• Continuous learning mindset and staying updated with industry trends.
Please note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
PHYSICAL DEMANDS/WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Extensive computer work.
Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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Contact Center and Unified Communications Administrator (Remote) - Covetrus - USA - work from home job
Expected salary:
Location: USA
Contact Center and Unified Communications Administrator (Remote) - Covetrus - USA - work from home job
Job date: Sat, 19 Aug 2023 02:39:52 GMT
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Contact Center and Unified Communications Administrator (Remote) - Covetrus - USA - work from home job