Contact Center System Administrator

Overview: Compensation: $62,000 - $92,000 *based on experience and credentials*Location Type: Remote (*candidate must reside in FL*)Position Type: Full TimeSchedule: Monday through Friday 8:30 AM - 5:30 PM *with evening and weekend hours as needed*

The Contact Center Systems Administrator leads the administration, configuration, and optimization of core contact center platforms: Genesys Cloud CX, Verint WFM, and Pindrop. This role also serves as the highest escalation point for Level 2 support related to digital banking and telephony issues. The Administrator ensures system stability, leads small enhancement projects, and mentors junior team members. This position plays a key role in collaborating with IT, vendors, and business stakeholders to ensure alignment between platform capabilities and contact center operations. Responsibilities: * Design and optimize Genesys Cloud call flows, IVR routing, and integrations using no-code tools * Manage Verint WFM configuration, patch coordination, troubleshooting, and vendor escalation * Lead the administration and enhancement of agent assist tools and integration with knowledge systems * Oversee and fine-tune Pindrop integrations for secure voice authentication * Lead the root cause analysis of critical system issues, coordinating across departments and vendors * Own complex configuration changes and perform advanced system troubleshooting * Ensure the accuracy and completeness of speech analytics configurations; oversee tagging logic and keyword management * Collaborate with data and analytics teams to ensure clean delivery of speech analytics outputs * Manage Teams voice users, phone number assignment, routing policies, and system settings * Oversee Lumen billing, usage reconciliation, and licensing governance across Genesys, Teams, and AI platforms * Track and influence KPIs such as IVR containment, authentication rates, transfer percentage, and speech insights * Serve as primary liaison with Genesys, Verint, Pindrop, Microsoft, Lumen, and managed service providers * Ensure system compliance with internal controls and data security protocols; maintain audit readiness documentation * Provide strategic input on technology improvements and platform roadmaps * Lead system testing, patch validation, and user acceptance testing (UAT); manage change control procedures * Coach and mentor junior administrators; lead onboarding and support knowledge sharing across the team * Maintain a strong understanding of all supported platforms and their integration points to ensure cohesive and efficient system functionality across the contact center technology stack * Maintain knowledge and understanding of current trends, laws, and issues affecting the area of expertise * Attend educational events to increase professional knowledge * Complete annual compliance and information security training to understand employees' role in maintaining effective compliance and security programs

Qualifications: * 5+ years of experience administering contact center or unified communications technologies * Expertise with Genesys Cloud CX platform (Architect, routing, and admin modules) * Advanced knowledge of Verint WFM (on-premise environment) * Experience supporting and configuring Pindrop or equivalent voice authentication tools * Demonstrated ability to manage Microsoft Teams voice administration and user provisioning * Experience managing licensing, AI features, and telephony vendor relationships (e.g., Lumen) * Experience implementing or supporting agent assist and knowledge integration solutions * Strong analytical and diagnostic skills, with the ability to lead incident resolution * Experience in project coordination or cross-functional team collaboration * ITIL Foundation, Genesys Cloud, or Verint certifications preferred * Financial services or digital banking experience strongly preferred * Ability to read and interpret structured data formats (e.g., JSON, XML) to support troubleshooting and integration coordination

Skills

* AI & Machine Learning * Analytics * Customer Service

Benefits

* Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts * Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage * Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO * Community Involvement: Paid Volunteer Hours * Growth: Degree Assistance up to $5,000 per year

*For more information, including additional benefits, please visit our benefits website at* https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.

*For more information, please visit our careers site at* https://careers.suncoastcreditunion.com/