Five9 Specialist

Company: National Louis University
Location: Chicago
Posted on: September 19, 2024

Job Description:

Five9 Specialist





ID

2024-1421




Job Locations


US-IL-Chicago



Category

Marketing/Communications



Position Type

Staff (Full-Time)






































Overview









Who We Are: National Louis is a 135+ year old university that has been grounded in the values of innovation, access, excellence, and equity from its inception. As an institution, we believe in providing access to educational opportunity and that education is our greatest lever for social and economic mobility. We are a student-focused community that is committed to continuous improvement and superior student service. We believe that through education we are able to empower change and build healthy communities. Our hard-working community is based on collaboration and respect for all team members and students. What We Offer: At National Louis University, we offer our employees an innovative environment to work together and inspire the ideas that will make an impact. As our external environment changes, our employees are provided the opportunities and tools needed to grow both personally and professionally to remain successful. NLU employees and dependents are offered a wide range of benefits, including but not limited to, Health Insurance benefits, Retirement benefits, Paid Time Off and Educational Benefits. What You Will Do: NLU is combining high tech with high-touch to deliver a responsive message to prospective students and active applicants and we are looking for a high performing Five9 Specialist to join the NLU marketing team. As Marketing Manager, Five9 Specialist, you will be responsible for designing, implementing and maintaining Five9 systems to ensure optimal performance and efficiency for our Sales Team and will manage and have oversight of our Contact Center team. The ideal candidate will possess deep expertise in Five9 platform functionalities, strong problem-solving skills and the ability to collaborate effectively with cross-functional teams.













Essential Responsibilities

• Configure and customize Five9 applications, including IVR (Interactive Voice Response), ACD (Automatic Call Distribution), call routing, agent scripting, CRM integration and reporting.
• Develop integrated engagement and nurturing strategy and deploy automated call campaigns for the contact center and sales teams.
• Provide technical expertise and support during the deployment and ongoing maintenance of Five9 systems.
• Troubleshoot and resolve issues related to Five9 platform performance, integrations and configurations.
• Monitor system performance metrics and implement optimizations to enhance efficiency and reliability.
• Document configurations, processes and procedures related to Five9 implementations and maintenance.
• Train, support, and lead contact center agents and administrators on the effective use of Five9 applications and features.
• Collaborate with stakeholders to gather requirements and translate them into technical specifications for Five9 configurations.
• Monitor system performance metrics and implement optimizations to enhance efficiency and reliability.
  
  
  
  
  
  
  
  
  
  
  
  
  
  Qualifications
  
  
  
  
  
  
  
  
  
  
  • Bachelor's Degree, preferred
  • Some proven experience in designing, implementing and supporting Five9 Cloud Contact Center Solution
  • Experience leading and managing a fast-paced team to achieve goals and maintain high levels of customer service
  • In-depth knowledge of Five9 platform functionalities, including IVR (Interactive Voice Response), ACD (Automatic Call Distribution), Call Routing, Agent Scripting, and CRM Integration and Reporting
  • Experience with programming/scripting languages (e.g., JavaScript, Python), ideally for customizing and extending Five9 functionalities is a plus
  • Five9 Certification(s) are strongly preferred
  • Time Management - Prioritizing tasks and projects across multiple work-streams
  • Communication & Collaboration Skills - Ability to communicate effectively, particularly via written communication with both technical and non-technical team members. Also the ability to work with cross-functional team
  • Responsive to Change - Adapts to and thrives in times of internal or external change. Views change as a necessary and inevitable aspect of organizational life as well as an opportunity to learn new things.
  • Service Focus - Acts professionally and calmly at all times when interacting with others; consistently demonstrates concern and courtesy towards colleagues and, students and all other customers; treats all people respectfully; takes personal responsibility for correcting problems; follows up with individuals to ensure satisfaction with the level of service they have received NLU Inclusion Statement: National Louis University is deeply committed to serving its community, advancing access and equity, and ensuring that all individuals are welcomed and valued. We are dedicated to fostering a culture where diversity, equity, and inclusion remain at the core of who we are. These are more than just words to us: they are truly a way of life for the NLU community. We recognize that differences in abilities, age, ethnicity, gender (identity and expression), race, religion, sexual orientation, socio-economic status, and background bring richness to our work environment. We affirm diverse perspectives, innovative contributions, and authentic presentations of self from every member within the NLU community. We believe inclusion is grounded in the actions we intentionally take each day. Our goal is to inspire and empower NLU employees and community members to cultivate an environment where we collectively focus on uplifting and advancing our institutional culture.
    
    
    
    
    
    
    
    
    
    
    
    
    
    Special Instructions
    
    
    
    
    
    
    
    
    
    Please Include the following along with your application:
    - Resume (Required)
    - Cover Letter (Optional)
    NLU Employees please also submit an Internal Posting Form
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    

Keywords: National Louis University, Berwyn , Five9 Specialist, Other , Chicago, Illinois