Welcome to a team of caring and passionate people who work each day to meet the needs of our members and clients. At Health Benefits, (a subsidiary of Health Care Service Corporation), you will be part of an organization committed to offering custom services to self-funded health benefits plans that manage costs – without compromising benefits – by offering innovative solutions, flexibility, transparency, and customer support. We are now a subsidiary of Health Care Service Corporation, the largest customer-owned insurance company in the United States and a strategic partner of Health Benefits since 2018, giving us access to increased national scale and support. This is an exciting time to join our team and enhance our culture that emphasizes caring, diversity and inclusion, mutual respect, collaboration, and service to our communities.

Health Benefits is seeking a Five9 System Administrator. This role is responsible for configuring and maintaining our Five9 call center solutions for 350+ internal agents with varying end user requirements across multiple call centers and application models including VCC Voice, Virtual Observer – Quality, and Community Workforce Management. Responsibilities include IVR workflow, configuration, testing, deployments, and documentation. The multiple call centers accept over a million calls per year from client members and providers; each center is uniquely configured and maintained based on contractual obligations and different operating guidelines. This role is also responsible for all user maintenance and licenses—adds/changes/deletes, access and entitlements, reporting hierarchies and work schedules. This position will also serve as a subject matter expert for IT Support.

Responsibilities Include:

• Build and maintain unique configurations for each call center based on contractual obligations and different operating guidelines, including 175+ prompts, 125+ scripts, routing logic, 200+ phone numbers and IVR (English, Japanese, Korean and Spanish)
• Build, edit and maintain all configuration documentation for call centers to support improvements and increase operational efficiencies
• Lead configuration testing, upgrades and deployments
• Collaborate with stakeholders to define optimum call flows, scripts and workflows to improve the overall caller experience and operational efficiencies
• Maintain User licenses – adds, changes/promotions, deletes Supervisor/CSR structures, break/lunch schedule identification and maintenance
• Resolve various service ticket requests
• Help establish Support desk function; provide guidance and serve as subject matter expert to IT Support
• Other duties as assigned

Qualifications include:

• High school diploma or GED equivalent
• Bachelor’s degree or 5-7 equivalent years of related experience with Five9, Genesis, or other similar SaaS contact center platforms required
• Minimum 3+ years of experience in a call center
• Experience in designing, configuring and maintaining IVRs
• Excellent troubleshooting skills
• Possess exceptional interpersonal communication skills, both verbal and written.
• Strong working knowledge of Excel
• Possess a passion for continuous improvement and work quality
• Proven ability to manage multiple projects and meet strict deadlines
• Ability to interact with all levels of leadership and drive results comfortably and confidently without direct supervision authority.
• Ability to foster an environment of teamwork and collaboration.

At Health Benefits, you will be part of an organization committed to offering meaningful benefits to our associates to support their life outside of work. From health and wellness benefits, 401(k) savings plan, a minimum of 15 days of paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, new parent paid leave, tuition reimbursement, plus other incentives, we offer a robust total rewards package for full-time associates.

The compensation range for this Five9 System Administrator role is $46,267 to $88,754. The salary offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran, or disability.