Suncoast Credit Union
Contact Center System Administrator
Suncoast Credit Union, Thonotosassa, Florida, United States, 33592
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, ensures system stability, leads small enhancement projects, and mentors junior team members. It plays a key role in collaborating with IT, vendors, and business stakeholders to align 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
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 that celebrates growth and prioritizes the community.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/
#J-18808-Ljbffr
$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, ensures system stability, leads small enhancement projects, and mentors junior team members. It plays a key role in collaborating with IT, vendors, and business stakeholders to align 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
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 that celebrates growth and prioritizes the community.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/
#J-18808-Ljbffr