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/