CRM & Five9 IT Systems Analyst

Job Summary

The CRM & Five9 IT Systems Analyst is integral to the IT Business Analysis team, focused on supporting and enhancing the organization's CRM systems (Salesforce) and Five9 call center solutions. Working under the direction of the Manager of IT Business Systems, this role demands a collaborative approach with IT peers, business stakeholders, and third-party vendors to deliver comprehensive technical and functional support. The analyst is tasked with troubleshooting, resolving incidents, and managing the CRM and Call Center platforms to ensure they are optimized and aligned with organizational goals. This position emphasizes a proactive integration of new technologies, continuous improvement, and the assurance of seamless operation and integration of Salesforce CRM and Five9 platforms.

This role focuses on continuous improvement, staying informed about the latest trends and technologies, and ensuring seamless integration and optimization of the Salesforce & Five9 platform. The IT Systems Analyst demonstrates adaptability, a strong understanding of industry best practices, and a commitment to delivering exceptional user experiences and satisfaction. Additional responsibilities include proactive platform improvements, serving as the primary point of contact for business stakeholders, mentoring and coaching junior team members, and collaborating with IT management in developing and refining IT policies, procedures, and strategies.

Responsibilities

• Develop and maintain expertise in Five9 functionality, configuration, and integration with Salesforce platforms.
• Design, implement, and maintain optimal configurations for Salesforce systems and Five9, including call flows, IVR scripts, and routing strategies to enhance customer interaction.
• Collaborate with business stakeholders to translate business needs into technical specifications for Salesforce and Five9 enhancements.
• Monitor, troubleshoot, and resolve issues within the Salesforce & Five9 platform, ensuring high availability and performance.
• Collaborate with IT and business teams to ensure seamless integration of Five9 with Salesforce systems and other business applications.
• Stay informed about the latest developments in CRM and cloud contact center technologies, evaluating their potential benefits for the organization.
• Assist in the configuration and customization of Five9 & Salesforce modules to meet business requirements.
• Support the deployment of new features and functionalities within Five9, contributing to user training and documentation.
• Participate in the monitoring of system performance, identifying trends, and recommending improvements.
• Collaborate with Production Application Business Users to understand their needs and expectations, directing them to the proper solution in a timely manner.
• Perform change, incident, and problem management for Salesforce and Five9 platforms, leveraging automation and AI-powered tools when possible.
• Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up, and communication of any production issues to technical resources and business users.
• Evaluate alternative risks and solutions with IT management before taking action to provide timely resolution, considering the implications of cybersecurity and data privacy.
• Document questions, suggestions, testing performed, results, and next planned steps in the case management system.
• Partner with the Business Analysis team, development, system integrators, and other departments to address complex issues, involving the appropriate resources as needed.
• Proactively identify, troubleshoot, and resolve problems, leveraging data analytics and machine learning techniques when applicable.
• Define application problems by conferring with clients, evaluating procedures, and processes, and staying informed about industry best practices.
• Develop solutions by preparing and evaluating alternative workflow solutions, considering user experience and accessibility.
• Control solutions by establishing specifications and coordinating production with programmers, ensuring compliance with relevant regulations and standards.
• Validate results in Sandbox and production environments post-deployment, ensuring smooth transitions and minimal disruption.
• Contribute to the accomplishment of information systems and organizational missions.
• Maintain regular and punctual attendance, demonstrating commitment to team success.
• Comply with all company policies and procedures, adhering to IT security and data privacy regulations.
• Assist with any other duties as assigned, demonstrating adaptability and a willingness to learn new skills.
• Lead projects related to the enhancement and expansion of Five9 capabilities within the organization.
• Serve as the primary point of contact for business stakeholders concerning Five9 inquiries and projects, ensuring requirements are effectively met.
• Mentor and provide guidance to other team members on Five9 functionalities and best practices.
• Leverage analytics and reporting tools within Salesforce and Five9 to inform strategic business decisions and customer engagement strategies.
• Assess and implement third-party integrations with Salesforce and Five9 to enhance contact center functionality and efficiency.
• Manage the landscape and oversee upgrades for Five9, ensuring the platform remains up-to-date with the latest features and security measures. This includes planning and executing upgrade strategies, testing new versions, and coordinating with IT and business teams to minimize disruptions during upgrades.
• Act as a mentor and coach for junior team members, helping them grow professionally and promoting a positive, collaborative team environment.
• Coordinate with cross-functional teams and stakeholders to implement large-scale projects, ensuring proper planning, execution, and communication throughout the project lifecycle.
• Participate in the evaluation and selection of new tools, technologies, and vendors, providing expert guidance to ensure alignment with business needs, security requirements, and industry best practices.
• Collaborate with IT management in developing and refining IT policies, procedures, and strategies, contributing to the overall success and effectiveness of the IT organization.
• Continuously assess and improve IT service delivery processes, identifying opportunities for automation, efficiency gains, and improved user satisfaction.

Knowledge, Skills, and Abilities

• Deep understanding of contact center technologies, particularly Five9, including its integration with Salesforce.
• Strong analytical skills with the ability to solve complex problems and provide effective solutions.
• Excellent communication skills, capable of explaining technical concepts to non-technical audiences.
• Demonstrated ability in managing multiple priorities in a fast-paced environment.
• Proactive, with a strong work ethic and the ability to work independently as well as collaboratively.
• Must have a strong work ethic and demonstrate a proactive approach to problem-solving.
• Excellent oral and written communication skills, with the ability to effectively explain complex technical concepts to both technical and non-technical audiences.
• Demonstrated ability to resolve conflicts and facilitate productive discussions among team members and stakeholders.
• Strong analytical and problem-solving skills, with a solutions-oriented mindset and the ability to multitask in a fast-paced environment.
• Proficient planning, communication, and organizational skills, with experience in managing multiple priorities and meeting deadlines.
• Strong interpersonal skills, with the ability to collaborate effectively across teams and engage with various stakeholders.
• Knowledge of client workstation hardware, network environments, and cloud-based technologies, with a focus on CRM and call center systems.
• Familiarity with IT practices, policies, and procedures, including cybersecurity best practices and data privacy regulations.
• Adaptability and willingness to learn and stay up to date with emerging trends and technologies in the IT industry.
• Demonstrated leadership skills, with the ability to mentor, coach, and guide junior team members in their professional development.
• Proven project management skills, with experience in coordinating and executing large-scale projects involving cross-functional teams and stakeholders.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field, with advanced certifications in contact center technologies preferred.
• 3-5 years of experience in technical support, with extensive experience in Five9, Vonage or similar platforms, including system integration, IVR configuration, and call routing strategies.
• Advanced proficiency in CRM platforms such as Salesforce, project management, and cross-functional collaboration.
• Require a combination of education, experience, and skills that equip the candidate to meet the demands of the role, with a particular focus on problem-solving, detail orientation, and strong communication skills.
• 1-3 years of experience in the Durable Medical Equipment or Healthcare industry, preferred but not required.
• Advanced knowledge/proficiency in Microsoft Office, including SharePoint and Teams, required. Experience with other collaboration tools, such as Slack or Asana, considered a plus.