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Suncoast Credit Union · 2 hours ago

Contact Center System Administrator

United States

Full-time

Remote

Mid, Senior Level

$62K/yr - $92K/yr

5+ years exp

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! The Contact Center Systems Administrator leads the administration, configuration, and optimization of core contact center platforms and serves as the highest escalation point for Level 2 support related to digital banking and telephony issues.

BankingFinancial ServicesFinTech

H1B Sponsor Likely

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

Qualification

Genesys Cloud CXVerint WFMPindropMicrosoft TeamsAI features managementProject coordinationITIL FoundationAnalytical skillsFinancial services experienceStructured data interpretationCross-functional collaboration

Required

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

Preferred

ITIL Foundation, Genesys Cloud, or Verint certifications

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

Benefits

Bonus Program up to 12%

401K Matching up to 8%

Retirement Planning

Pay Increases based on Competency

Employee Loan Discounts

Flex Spending Accounts

Medical Coverage

Dental and Vision Coverage

Access to 4,000+ Gyms

Mental Health Resources

PTO Wellness Days

Short Term and Long Term Disability Coverage

11 Paid Holidays

3 weeks of Paid Time Off

4 weeks of Paid Parental Leave

Birthday PTO

Paid Volunteer Hours

Degree Assistance up to $5,000 per year

Company

Suncoast Credit Union

Glassdoor4.0

Suncoast Credit Union is a is a credit union located in Tampa.

Founded in 1934

Tampa, Florida, USA

1001-5000 employees

http://suncoastcreditunion.com/

H1B Sponsorship

Suncoast Credit Union 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

2021 (1)