Job Description
Associate Systems Engineer – Five9 Phone Administration
Paylocity is an equal opportunity employer.
Paylocity is a cloud-based software company that creates customized HR solutions for small to mid-sized organizations. Our workplace enhances communication and enables employees to connect, collaborate, and create fromanywhere. Our award-winning culture ensures everyone has a voice and feels truly welcome. Join Paylocity as we shape the future of technology and the workplace!
We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if its career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.
Help Paylocity enhance communication and enable employees to connect, collaborate, and create fromanywherewith a position in Product & Technology!
Want to develop the strategies and principles needed to deliver compelling software? Join our team and help us enhance our all-in-one software platform, elevate our one-of-a-kind technology, and improve the employee experience.
Take your career to the next level at one of G2’s Top 100 Software Companies. Explore our Product & Technology positions to see where you fit!
We are seeking a highly skilled and motivated Five9 Administrator to join our dynamic team. Associate Systems Engineers are responsible for supporting all systems within Paylocitys internal server environment. They assist with installing and configuring software applications as well as executing regular upgrades and maintenance. They monitor system performance and diagnose issues to help ensure the reliable operation and high availability of business-critical systems. They administer the Five9 phone system for the organization, while also helping to resolve daily incidents and complete other tech-related projects. They are looked upon as a resource for all areas of technology. As such, they act as an escalation point for the End User Computing team.
Are you the teammate we are looking for?
Who you are:
IT Operations refers to the processes, practices, and IT services necessary to meet the business needs of internal and external users by supporting appropriate processes to run a successful IT enabled business.
- Organized individual who can prioritize the work based on business need vs wants
- Able to work with internal stakeholders while partnering with vendors on changes
- At ease working at all levels of the organization
- Driven to serve our customers and find means to make the team more effective
- Interested in staying current by learning about and applying new technologies
- Able to work in a collaborative environment with a willingness to share your ideas, as well as driving continuous improvement
- Able to work independently and complete tasks with high quality, but unafraid to seek out suggestions from other team members
- Excited to work on cutting-edge technology
- Self-motivated and results-driven
- Uses a pragmatic and methodical approach to problem solving
- Steadfast in the desire for production and system stability and scalability
- Committed to identifying and implementing improvements to Systems Operations processes, tools, and team performance, providing a world class support experience for our Paylocity employees
During the first six months, you will:
- Develop an understanding of our phone system
- Manage and administer the Five9 platform to ensure optimal performance and reliability.
- Configure and maintain IVR scripts, call flows, and routing strategies to align with business requirements.
- Monitor system health, troubleshoot issues, and implement solutions to enhance system efficiency.
- Develop and maintain custom reports and dashboards to provide insights into contact center performance.
- Collaborate with cross-functional teams to integrate Five9 with other business systems and applications.
- Customize Five9 functionality based on business needs and ensure seamless integration with CRM and other tools.
- Analyze call data, metrics, and trends to identify areas for improvement and optimize call center operations.
- Become familiar with our change process for change requests
- Perform routine engineering, operational work, oversee minor engineering and operational tasks.
- Work on clearly defined individual tasks within a project. Receive active help.
- Receive close guidance and technical mentorship to solve routine/low complexity problems.
- Engineer tasks within a story. Minor operational tasks with limited risk.
- Effectively deliver well-specified individual tasks.
Required Experience:
- Associatedegreein computer science or related field or equivalent experience
- Proficient in one or more object-oriented scripting languages (PowerShell preferred)
- 3-5 years experience in Technical Support
- Excellent written and verbal communication, strong collaboration skills
- Demonstrated ability to work on multiple projects/tasks at once, meeting deadlines while providing an exceptional end user experience
- Advanced technical knowledge of the following: Five9 Phone system maintenance and administration (min. 1 year), MS Teams Phone, Windows operating systems including Windows 10, Server 2016, and Server 2019; Microsoft Exchange and Office 365services; and Active Directory including permissions, Group Policy, etc.; and layer-2 and layer-3 networking protocols
- Experience with infrastructure monitoring systems and Configuration Management tools (SCCM, Ansible, Chef, etc)
- Knowledge of Version Control systems (Bitbucket, Git, etc.)
- Intermediate knowledge of VMware (vSphere, ESX, etc.)