Contact Center System Administrator

OverviewCompensation: $62,000 - $92,000 based on experience and credentialsLocation Type: Remote (candidate must reside in FL)Position Type: Full TimeSchedule: Monday through Friday 8:30 AM - 5:30 PM with evening and weekend hours as neededThe 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. ResponsibilitiesDesign and optimize Genesys Cloud call flows, IVR routing, and integrations using no-code toolsManage Verint WFM configuration, patch coordination, troubleshooting, and vendor escalationLead the administration and enhancement of agent assist tools and integration with knowledge systemsOversee and fine-tune Pindrop integrations for secure voice authenticationLead the root cause analysis of critical system issues, coordinating across departments and vendorsOwn complex configuration changes and perform advanced system troubleshootingEnsure the accuracy and completeness of speech analytics configurations; oversee tagging logic and keyword managementCollaborate with data and analytics teams to ensure clean delivery of speech analytics outputsManage Teams voice users, phone number assignment, routing policies, and system settingsOversee Lumen billing, usage reconciliation, and licensing governance across Genesys, Teams, and AI platformsTrack and influence KPIs such as IVR containment, authentication rates, transfer percentage, and speech insightsServe as primary liaison with Genesys, Verint, Pindrop, Microsoft, Lumen, and managed service providersEnsure system compliance with internal controls and data security protocols; maintain audit readiness documentationProvide strategic input on technology improvements and platform roadmapsLead system testing, patch validation, and user acceptance testing (UAT); manage change control proceduresCoach and mentor junior administrators; lead onboarding and support knowledge sharing across the teamMaintain a strong understanding of all supported platforms and their integration points to ensure cohesive and efficient system functionality across the contact center technology stackMaintain knowledge and understanding of current trends, laws, and issues affecting the area of expertiseAttend educational events to increase professional knowledgeComplete annual compliance and information security training to understand employees' role in maintaining effective compliance and security programs Qualifications5+ years of experience administering contact center or unified communications technologiesExpertise 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 toolsDemonstrated ability to manage Microsoft Teams voice administration and user provisioningExperience managing licensing, AI features, and telephony vendor relationships (e.g., Lumen)Experience implementing or supporting agent assist and knowledge integration solutionsStrong analytical and diagnostic skills, with the ability to lead incident resolutionExperience in project coordination or cross-functional team collaborationITIL Foundation, Genesys Cloud, or Verint certifications preferredFinancial services or digital banking experience strongly preferredAbility to read and interpret structured data formats (e.g., JSON, XML) to support troubleshooting and integration coordinationBenefits 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 AccountsWellness: 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 PTOCommunity Involvement: Paid Volunteer HoursGrowth: Degree Assistance up to $5,000 per yearFor more information, including additional benefits, please visit our benefits website at 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

Created: 2026-02-06