Operations System Administrator

2 weeks, 1 day ago
Full-time
Junior
Database Administration
Prosper

Prosper

Prosper is an online marketplace lending platform that connects borrowers with lenders, offering personal loans, credit cards, and home equity options. With a focus on financial education, Prosper helps individuals manage their finances and achieve pea...

Banks
251-1K
Founded 2005
$490M raised

Description

  • Oversee the relationship with the NICE cloud-based contact center vendor, including CXone and LiveVox.
  • Manage dialer, IVR, and related software upgrades and integrations with other systems.
  • Conduct regular maintenance and updates to keep contact center systems running smoothly.
  • Test and validate integrations between CXone/LiveVox and platforms used by the contact center, such as call recording software.
  • Support real-time monitoring and routing practices to dynamically manage service levels in operations centers.
  • Create call scripts and smart routing logic using internal data sources to direct customers to the correct department with minimal transfers or dials.
  • Manage outbound calling systems, settings, dialing lists, and campaign schedules.
  • Implement and maintain call recording, monitoring, and reporting functionality.
  • Collaborate with Legal and Compliance teams to ensure contact strategies meet applicable laws, regulations, company policies, and audit requirements.
  • Forecast workflows and volumes with cross-functional partners to support staffing and scheduling decisions that maintain KPI targets.

Requirements

  • 3+ years of experience as a Dialer Administrator or in a similar contact center role, or 2+ years of experience with a Bachelor's degree.
  • Knowledge of standard call center applications and systems, including IVR, ACD, and dialer technologies.
  • Experience with NICE CXone or LiveVox is strongly preferred.
  • Experience integrating LiveVox/NICE with non-voice technology platforms, such as Zendesk or chat/chatbot functions, is preferred.
  • Strong analytical, reasoning, and reporting skills.
  • Demonstrated ability to work collaboratively with internal and external organizations and business partners.
  • Strong attention to detail and ability to multitask.
  • Ability to work a flexible schedule to meet business and workgroup needs.
  • Demonstrated success in a fast-paced, dynamic work environment.
  • Bachelor's degree is preferred for candidates with less than 3 years of relevant experience.

Benefits

  • $52,005 to $84,000 annual salary, plus bonus.
  • 401(k) with a 5% company match.
  • Flexible time off.
  • Paid parental leave.
  • Comprehensive health coverage.
  • Annual wellness allowance.
  • Udemy access for professional development.
  • Childcare assistance, pet insurance, and additional savings through Beneplace.

Interested in this position?

Apply directly on the company website

Apply Now

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