What are the responsibilities and job description for the Contact Center Systems Administrator position at Soni?
Our client is seeking a detail-oriented and technically proficient Systems Administrator to support and enhance our cloud-based contact center platforms. This individual will play a key role in maintaining system performance, troubleshooting issues, and collaborating with both internal teams and third-party providers to ensure the delivery of high-quality customer service operations.
This role requires hands-on experience with Five9 (6–12 months minimum) and a background with contact center platforms such as Avaya or Genesys. Candidates must be local or able to reliably commute to Wilmington, DE and be on-site two days per week from the start.
Key Responsibilities:
- Administer and support daily operations of cloud-based contact center technologies, with a primary focus on Five9.
- Serve as the main point of contact for vendor management and service escalation, ensuring effective coordination and resolution of technical issues.
- Oversee system health and performance; document and manage tickets related to platform disruptions, enhancements, or troubleshooting.
- Lead configuration and maintenance of IVR, digital interaction tools, ACD, and other Five9 system features.
- Partner with IT and support teams to deliver on-site assistance for hardware and peripheral issues related to contact center operations.
- Maintain comprehensive documentation including procedures, troubleshooting guides, and training materials.
- Support onboarding, system rollouts, and training for new and existing users.
- Provide on-call support as needed and assist with testing during off-hours in support of platform updates or incident resolution.
- Stay informed on internal processes, new product launches, and changes that may impact contact center technology.
- Collaborate cross-functionally with infrastructure, help desk, and service teams to align technology support with operational goals.
Required Qualifications:
- 3 years of experience supporting cloud-based systems in a contact center environment.
- At least 6–12 months of hands-on Five9 experience; prior experience with Avaya or Genesys is a strong plus.
- Understanding of call routing, IVR, ACD, and CRM integration.
- Strong communication and documentation skills; able to translate technical information into actionable guidance for users.
- Demonstrated problem-solving skills in fast-paced, service-driven environments.
- Familiarity with service ticketing systems and escalation protocols.
- Willingness to work flexible hours including evenings and weekends for planned maintenance or emergency support.
- Must be local to the Wilmington, DE area or willing to relocate prior to start; on-site presence required twice weekly.
Preferred Qualifications:
- Bachelor’s or Associate degree in a technical field or equivalent experience/certifications.
- Certifications related to VoIP or contact center systems (Five9 certification preferred).
- Experience supporting technology in a financial services or regulated industry.
- Exposure to digital customer interaction tools, analytics dashboards, or workforce management platforms.
