Servicing Technical Specialist (Contractor)

Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured and designed for the way our customers live their lives. A bank for all of us.About the roleThe Servicing Technical Specialist is responsible for the administration and maintenance of our core contact center technology stack. You will lead projects related to system configuration, optimization, and integration & serve as a back-up administrator to the application owner. Success in this role requires comfort with system administration concepts and a proactive, self-driven approach. You will be expected to rapidly acquire deep knowledge of new systems by utilizing online documentation and side-by-side training. In addition you will assist in the development of new features and implementation of custom functionality within core systems to continuously improve operational efficiency and adapt to evolving business needs. Collaboration with multiple departments is essential to ensure our technology platforms align with business needs.ResponsibilitiesPerform system administration and configuration, with a primary focus on Zendesk, ensuring optimal performance and functionality.Manage, configure, and maintain other contact center platforms including Decagon, Amazon Connect, Airtable, and NICE.Lead the planning, execution, and deployment of technology projects from initiation to completion.Collaborate with Operations, Engineering, and other stakeholders to understand business requirements and implement technical solutions.Provide administrator-level support and troubleshooting for complex issues across the contact center technology environment.Maintain comprehensive system documentation and review online resources to facilitate continuous on-the-job learning.Assist with user management, permissions, and security settings across all supported contact center systems.Assist with testing new code deployments across Decagon, Amazon Connect, Airtable, and NICE.Assist in keeping the Decagon knowledge base currentSkills & QualificationProven experience in system administration for a contact center environment.Highly self-driven with the ability to lead and manage multiple technical projects independently.Strong technical aptitude and ability to quickly learn and master new software systems and platforms through reviewing online documentation.Excellent collaboration and communication skills for working effectively with diverse departments.Strong problem-solving skills for troubleshooting complex system and integration issues.Understanding of contact center workflows and key performance indicators (KPIs).Ability to work independently and collaboratively in a team.Ability to work in a fast-paced, rapidly evolving environment.Experience with the following: Zendesk, Decagon, Amazon Connect, Airtable, NICE InContact, Experience with other contact center platforms or technologies, Microsoft Office, Google Suite, Banking/fintech/financial services industryFor cash compensation, we set standard ranges for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors as well as candidate experience and expertise and may vary from the identified range.Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.Beware of fraudulent job postings!Varo will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide work with Varo. If you suspect you have received a phony offer, please e-mail View email address on click.appcast.io with the pertinent information and contact information.Notice at Collection for Employees and Applicants:Varo Candidate Privacy Notice