Contact Center System Administrator

Suncoast; Tampa, Northern (FL, KY); Hybrid; USD 62,000 - 92,000; Full time

Benefits offered by this job

Financial Well-Being

Wellness

Work-Life Balance

Community Involvement

Growth

Job summary

Suncoast Credit Union is seeking a Contact Center Systems Administrator to lead the administration, configuration, and optimization of Genesys Cloud CX, Verint WFM, and Pindrop. This remote Florida-based role serves as the escalation point for Level 2 support and mentors junior staff.

You will collaborate with IT, vendors, and business stakeholders to align platform capabilities with contact center operations, design call flows, and oversee integrations.

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.

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.

Skills

AI & Machine Learning

Analytics

Customer Service

Job description

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 https://careers.suncoastcreditunion.com/benefits

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 https://careers.suncoastcreditunion.com/