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Millennium Physician Group · 2 days ago

Five9 Systems Administrator

Florida, United States

Full-time

Onsite

Mid Level

3+ years exp

Millennium Physician Group is seeking a Contact Center Systems Administrator to act as the communication bridge between business units and technical teams. The role involves managing software applications within the contact center, providing training and support, and leading change initiatives to optimize operations.

Electronic Health Record (EHR)Health CareMedicalNursing and Residential Care

H1B Sponsor Likely

Responsibilities

Serve as the primary point of contact between various business units and technical teams, including IT and software vendors, to ensure clear and consistent flow of information

Design, test, and deploy IVR and ACD call flows to improve routing efficiency and customer experience. Manage seamless operation and integration of different software applications and services, ensuring they work together effectively

Lead meetings, workshops, and training sessions to communicate essential information and gather insights necessary for team success. Provide guidance and problem-solving support to end-users on complex system processing and integration issues

Collaborate with stakeholders to identify and implement improvements to business processes and system workflows, enhancing efficiency and quality

Lead and manage change initiatives, focusing on the human aspect of technology implementations to ensure smooth transitions and adoption

Coordinate the system lifecycle, including managing requests for enhancements, prioritizing issues, and ensuring new features are leveraged by the business

Create and manage user accounts, roles, and permissions; onboard/offboard users

Monitor system health, perform routine audits, and troubleshoot issues proactively

Build and maintain dashboards and reports to support operational insights and KPIs. Maintain documentation for configurations, workflows, and changes; ensure compliance with internal policies

Coordinate with Five9 support and account teams; manage platform updates and new feature rollouts. Assist with telephony-related projects, integrations with CRMs, or workforce tools

Demonstrate excellent guest service to internal team members and patients

Perform other related duties as assigned

Qualification

Five9 VCCWorkforce managementWFM toolsMS OfficeDatabase softwareLeadership skillsOrganizational abilitiesCollaboration skillsCommunication skillsProblem-solving capabilitiesFlexibilityAdaptability

Required

Bachelor's degree in information technology (IT), Computer Science, Business Administration, Management Information Systems (MIS), Telecommunications, and Engineering

An associate's degree in a relevant field with 3+ years of relevant experience

3+ years' experience in workforce management and experience using Five9 VCC

Proficiency in MS Office and database software

Extensive experience with WFM tools

Proven leadership and motivational skills that inspire teams and drive performance

Strong organizational abilities with effective planning, time management, and multitasking skills to achieve project goals efficiently

Excellent collaboration and teamwork skills, fostering a cooperative learning environment

Commitment to lifelong learning, continuously seeking opportunities to expand knowledge and skill sets

Exceptional verbal and written communication abilities, paired with strong interpersonal skills that engage and motivate learners

Innovative problem-solving capabilities aimed at developing new strategies to address continuous improvement and change management

Flexibility and adaptability in responding to new challenges and changing circumstances

Must be willing and able to travel up to 30% of the time

Ability to work independently in a fast-paced, cross-functional environment

Preferred

Experience with multiple CCaaS tools

Company

Millennium Physician Group

Millennium Physician Group provides end to end inpatient telemedicine and health care services.

Founded in 2008

Fort Myers, Florida, USA

1001-5000 employees

https://www.millenniumphysician.com

H1B Sponsorship

Millennium Physician Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (2)