Contact Center Systems Administrator - Endwell, NY

Visions Federal Credit Union; Endwell (NY); Hybrid; USD 4,305,000 - 5,235,000; Full time

Benefits offered by this job

Pension plan

401(k) with employer match

Health benefits

Flexible PTO

Volunteering Time Off (VTO)

Wellness Time Off (WTO)

LSA stipend

Job summary

Visions Federal Credit Union is seeking a Contact Center Systems Administrator for our Endwell, NY location. In this role you will oversee Contact Center systems, ensure reliable performance, and collaborate with teams to improve member experiences.

The position is full-time, 40 hours/week, with a compensation range of $31.25/hr–$38.00/hr. Hybrid/Remote options are available to candidates from Endwell, NY and surrounding areas.

Qualifications

• Bachelor's degree in business administration, management or related field.
• Proficient with Microsoft Office Suite.

Responsibilities

• Administer, maintain, and optimize Contact Center systems and applications to ensure reliable performance.
• Monitor system functionality, implement updates, perform testing, and support system integrations.
• Troubleshoot system issues, manage vendor support tickets, and serve as a primary resource for Contact Center technology support.
• Analyze system performance, reporting, and engagement data to identify opportunities for improvement.
• Partner with leadership, IT, vendors, and cross-functional teams to enhance operations and improve the member experience.
• Support compliance requirements, audits, and security standards while maintaining system documentation and procedures.

Skills

Contact center operations

Microsoft Office

Education

Bachelor's degree in business administration or related field

4-6 years of relevant experience in lieu of degree

Tools

Microsoft Office Suite

Job description

WHO WE ARE

We're in the business of people helping people, and you can help us make an impact on our members' lives and in your community. Whether it's helping a member make a transaction, buy their first home, or improve their financial wellness one step at a time - you have an impact on their lives just by working here, no matter what your position may be.

Work with us - and be part of something bigger than banking.

In exchange for your time and talents, we offer generous benefits, including:

• Retirement benefits - pension plan, 401(k) with employer match
• Excellent health benefits - medical, dental, vision, and supplemental coverage
• Flexible Paid Time Off (PTO), Volunteer Time Off (VTO), and Wellness Time Off (WTO)
• 10+ paid holidays per year
• Lifestyle Spending Account (LSA) stipend for wellness, caregiving, or personal expenses such as student loan repayment and tuition reimbursement
• Employee recognition program...and more!

At Visions, we do, and will continue to, treat all of our employees fairly and with complete respect, and we strive to celebrate the diversity of our employees.

ABOUT THE POSITION

Position Title: Contact Center Systems Administrator

Position Overview: As a Contact Center Systems Administrator, you'll play a key role in ensuring the technology that powers our Contact Center operates efficiently, reliably, and effectively. In this role, you'll oversee, maintain, and enhance Contact Center systems, troubleshoot technical issues, and collaborate with teams across the organization to improve processes and the member experience. You'll serve as a subject matter expert on Contact Center systems, helping drive innovation, optimize performance, and support the tools and technology that enable exceptional service delivery.

Position Type: Full-Time (40 hours/week). Monday to Friday 8:00AM - 5:00PM

Compensation Range: $31.25/hr. - $38.00/hr. *Hiring rates may be dependent on a number of factors, including years of directly related work experience, education, geographic location or special skills*

Location: On-site Endwell, NY. Hybrid/Remote opportunity available ONLY to candidates from the Endwell, NY or surrounding areas.

What you'll do in this role:

• Administer, maintain, and optimize Contact Center systems and applications to ensure reliable performance.
• Monitor system functionality, implement updates, perform testing, and support system integrations.
• Troubleshoot system issues, manage vendor support tickets, and serve as a primary resource for Contact Center technology support.
• Analyze system performance, reporting, and engagement data to identify opportunities for improvement.
• Partner with leadership, IT, vendors, and cross-functional teams to enhance operations and improve the member experience.
• Support compliance requirements, audits, and security standards while maintaining system documentation and procedures.

What success looks like:

• Keeping Contact Center systems running efficiently, securely, and with minimal disruption to operations.
• Resolving system issues promptly and serving as a trusted resource for Contact Center employees and leadership.
• Identifying opportunities to improve processes, system performance, and operational effectiveness.
• Leveraging data, reporting, and analytics to support informed decision-making and department goals.
• Building strong partnerships across departments to deliver technology solutions that enhance the member and employee experience.
• Demonstrating initiative, adaptability, and continuous learning in an evolving technology environment.

WHAT WE'RE LOOKING FOR

Minimum qualifications:

• Bachelor's degree in business administration, management or related field and 1-3 years of relevant experience; 4-6 years of relevant experience may be considered in lieu of a degree.
• Working knowledge of contact center operations and systems.
• Proficient in the Microsoft Office Suite programs.
• Proficient with standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, PCs, etc.
• Visions remains committed to the aspects of diversity and inclusion and will consider alternative education and experience.

Preferred qualifications:

• Bilingual proficiency.
• Proficiency in Contact Center services, systems, and procedures.
• 3 years of contact/call center experience.
• 5 years of credit union, banking, retail, or contact center experience.
• Minimum of 5 years supervisor/leadership experience or equivalent training.

At this time, Visions Federal Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position.

MISSION AND VALUES

Our mission is to MAKE VISIONS MATTER.

• To our members, we will provide value and relevance.
• To our employees, we will be a premier organization and provide opportunities for career advancement.
• To our community, we will be a leader and provide a positive impact.

At Visions, we're an organization with Integrity that builds Community, provides exceptional Service to all, and continually strives to earn your Trust.

We make Visions matter. You can, too. #ClaimYourSeat

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.