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 Time Schedule: 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 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 #J-18808-Ljbffr Suncoast Credit Union