📍 Job Overview

Job Title: Five9 Systems Administrator - Contact Center
Company: WSFS Bank
Location: Newark, DE
Job Type: Full-Time
Category: System Administrator, Web Infrastructure
Date Posted: 2025-07-02
Experience Level: Mid-Senior level (5-10 years)
Remote Status: On-site

🚀 Role Summary

Primary Responsibility: Maintain daily operations of the contact center's cloud-based systems, ensuring service level goals are met.
Key Responsibilities: Technical support, vendor management, training development, and documentation.
Key Technologies: Five9, cloud-based systems, IVR functionality, and troubleshooting tools.

📝 Enhancement Note: This role requires a strong background in cloud-based systems and contact center operations. Familiarity with Five9 software and experience in a financial services industry call center is highly preferred.

💻 Primary Responsibilities

Daily System Management: Maintain and operate the current cloud-based contact center software phone system (Five9) to achieve or exceed established service level goals.
Vendor Management: Serve as the primary contact to manage service vendor relationships, ensuring service issues are resolved quickly and keeping all parties updated.
Troubleshooting: Troubleshoot problems and escalate issues as required, documenting all calls made to the ESC Help Desk or Five9 Help Desk and ensuring timely information updates.
Training & Documentation: Develop training materials and coordinate training of bank associates on new functionality or upgrades of contact center systems. Maintain various system procedure manuals and technical documents for contact center systems.
On-Call Support: Provide on-call system support responsibilities when needed and perform required testing during regular and off hours as required by contact center management.

📝 Enhancement Note: This role requires strong problem-solving skills, excellent communication, and the ability to work in a fast-paced environment, adjusting focus and workflow based on changing deadlines and needs.

🎓 Skills & Qualifications

Education: Associate degree or bachelor’s degree or equivalent education and experience or certifications in a technical field preferred.

Experience:

A minimum of 3 years of experience in cloud-based system software and digital experience is required.
A minimum of 3 years relevant experience administering cloud-based systems in a Call Center environment.
Previous experience managing Five9 dialer software and IVR/VRU & ACD functionality in a 75+ seat call center in the financial services industry is highly preferred.

Required Skills:

Demonstrated knowledge and understanding of contact center operating policies and procedures.
Ability to participate in after-hours on-call support rotation and work a flexible schedule including some nights and weekends based on planned deployments.
Reliable transportation and the ability to travel to the contact centers in the bank’s footprint in the Greater Philadelphia area as needed.
High proficiency in the ability to acquire and learn new skills in software, data development, and analytics.
Excellent written and oral communication skills.

Preferred Skills:

VoIP certification(s) in Five9.
Knowledge of contact center operating policies and procedures.
Experience working in a fast-paced environment and adjusting focus and workflow based on changing deadlines and needs.

📝 Enhancement Note: Candidates with relevant certifications, such as CCNA Voice or similar, and experience with CRM systems like Salesforce or Zendesk would be highly desirable.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience with cloud-based systems and contact center software, highlighting specific projects and achievements.
Showcase problem-solving skills through case studies or examples of troubleshooting complex issues.
Highlight any relevant certifications or training materials developed for contact center associates.

Technical Documentation:

Provide examples of system procedure manuals, technical documents, or training materials created for contact center systems.
Include any relevant documentation related to vendor management, service level agreements, or system upgrades.

📝 Enhancement Note: While a traditional web development portfolio may not be required for this role, candidates should be prepared to showcase their technical skills and achievements through relevant projects, case studies, or documentation.

💵 Compensation & Benefits

Salary Range: $47,235.00 - $77,601.75 (USD)

Individual base pay may vary on additional factors such as the candidate’s experience, job-related skills, relevant education, geographic location, and other specific business and organizational needs.

Benefits:

Medical, dental, and vision coverage
401(k) plan
Life, accident, and disability insurance
Flexible spending accounts (FSAs) and health savings accounts (HSAs)
Wellness programs
Paid parental leave, military leave, vacation, sick leave, and paid holidays

📝 Enhancement Note: Salary ranges are based on market research for similar roles in the Delaware area and adjusted for the candidate's experience level. Benefits are subject to eligibility requirements and may vary based on the Associate's location and employment status.

🎯 Team & Company Context

Company Culture:

Industry: Financial Services
Company Size: Medium-sized bank with multiple locations in the Greater Philadelphia area.
Founded: 1832 (as WSFS Bank)

Team Structure:

The Five9 Systems Administrator will work closely with the contact center management team, IT department, and various vendors to ensure smooth operation and continuous improvement of the contact center systems.
This role will report directly to the Contact Center Manager and collaborate with other technology and service departments to support contact center technology.

Development Methodology:

The contact center operates using Agile methodologies for system management and improvement, with regular sprint planning and continuous integration.
The IT department follows ITIL (Information Technology Infrastructure Library) best practices for incident, problem, and change management.

Company Website: https://www.wsfsbank.com/

📝 Enhancement Note: WSFS Bank is committed to providing exceptional customer service and fostering a collaborative work environment. The contact center team plays a crucial role in achieving these goals, and the Five9 Systems Administrator will be instrumental in driving success through effective system management and support.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Senior level (5-10 years)

Reporting Structure: This role reports directly to the Contact Center Manager and collaborates with other technology and service departments to support contact center technology.

Technical Impact: The Five9 Systems Administrator will have a significant impact on the contact center's day-to-day operations, ensuring service level goals are met and driving continuous improvement through effective system management and support.

Growth Opportunities:

Technical Growth: Expand knowledge of cloud-based systems, contact center software, and related technologies through hands-on experience, training, and certifications.
Leadership Development: Demonstrate strong performance and leadership skills to advance to a senior or management role within the contact center or IT department.
Cross-Functional Collaboration: Build relationships with other departments and teams to gain a broader understanding of the organization and identify opportunities for growth and development.

📝 Enhancement Note: WSFS Bank offers opportunities for career growth and development, with a focus on promoting from within. Candidates with strong performance and a desire to grow within the organization will have ample opportunities to do so.

🌐 Work Environment

Office Type: Traditional office environment with multiple locations in the Greater Philadelphia area.

Office Location(s): Newark, DE (primary location), with additional contact centers in the Greater Philadelphia area.

Workspace Context:

The contact center operates in a fast-paced, dynamic environment, with a focus on providing exceptional customer service and support.
The Five9 Systems Administrator will work closely with the contact center management team, IT department, and various vendors to ensure smooth operation and continuous improvement of the contact center systems.
The role requires strong communication skills, the ability to work effectively in a team, and a customer-focused mindset.

Work Schedule: Full-time, with the ability to work a flexible schedule including some nights and weekends based on planned deployments. On-call support responsibilities may be required.

📝 Enhancement Note: The work environment at WSFS Bank is inclusive and supportive of individual needs. Associates are encouraged to grow both personally and professionally, with a focus on providing exceptional customer service and support.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss the role, experience, and qualifications. Be prepared to discuss relevant experience with cloud-based systems, contact center software, and troubleshooting skills.
Technical Assessment: A hands-on assessment of technical skills, focusing on cloud-based system management, troubleshooting, and vendor management. Candidates should be prepared to demonstrate their problem-solving skills and ability to work effectively in a team.
On-Site Interview: A visit to the WSFS Bank headquarters in Newark, DE, to meet with the contact center management team and other key stakeholders. Candidates should be prepared to discuss their portfolio, technical skills, and career goals.

Portfolio Review Tips:

Highlight relevant projects and achievements in cloud-based system management, contact center software, and troubleshooting.
Include any relevant certifications or training materials developed for contact center associates.
Be prepared to discuss your problem-solving skills, communication skills, and ability to work effectively in a team.

Technical Challenge Preparation:

Brush up on cloud-based system management, contact center software, and troubleshooting skills.
Familiarize yourself with the Five9 software and any relevant vendor management processes.
Prepare for behavioral interview questions that focus on problem-solving, communication, and teamwork.

ATS Keywords: (Organized by category)

Cloud-Based Systems: AWS, Azure, Google Cloud, cloud migration, cloud security, cloud architecture
Contact Center Software: Five9, Genesys, Avaya, Cisco, cloud-based contact center, omnichannel customer experience
Troubleshooting: ITIL, incident management, problem management, change management, root cause analysis
Vendor Management: service level agreements, vendor selection, vendor management, vendor relationship management
Soft Skills: communication, problem-solving, teamwork, customer service, customer experience
Industry Terms: contact center, call center, customer service, customer experience, customer support, customer engagement

📝 Enhancement Note: The interview process at WSFS Bank is designed to assess the candidate's technical skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their portfolio, technical skills, and career goals in detail.

🛠 Technology Stack & Web Infrastructure

Cloud-Based Systems:

AWS, Azure, Google Cloud (depending on the specific cloud-based systems used by WSFS Bank)

Contact Center Software:

Five9 (primary software used by WSFS Bank)

Troubleshooting Tools:

ITIL (Information Technology Infrastructure Library) framework for incident, problem, and change management
Various third-party tools and platforms, depending on the specific needs of WSFS Bank

📝 Enhancement Note: The specific technology stack and web infrastructure used by WSFS Bank may vary depending on the organization's needs and preferences. Candidates should be prepared to discuss their experience with relevant cloud-based systems, contact center software, and troubleshooting tools.

👥 Team Culture & Values

Web Development Values:

Customer Focus: WSFS Bank places a strong emphasis on providing exceptional customer service and support. The Five9 Systems Administrator will play a crucial role in ensuring that the contact center systems meet the needs of both internal and external customers.
Collaboration: The contact center operates as a team, with a focus on working together to achieve common goals and drive continuous improvement.
Innovation: WSFS Bank encourages associates to think creatively and identify opportunities for improvement and growth.
Integrity: The organization values honesty, transparency, and ethical behavior in all aspects of its operations.

Collaboration Style:

Cross-Functional Integration: The Five9 Systems Administrator will work closely with the contact center management team, IT department, and various vendors to ensure smooth operation and continuous improvement of the contact center systems.
Code Review Culture: While not a traditional software development role, the Five9 Systems Administrator will be expected to maintain high standards of documentation, troubleshooting, and system management.
Knowledge Sharing: WSFS Bank encourages associates to share their knowledge and expertise with one another, fostering a culture of continuous learning and growth.

📝 Enhancement Note: The team culture at WSFS Bank is collaborative, customer-focused, and driven by a desire to provide exceptional customer service and support. The Five9 Systems Administrator will play a crucial role in driving success through effective system management and support.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Cloud-Based System Management: Stay up-to-date with the latest trends and best practices in cloud-based system management, ensuring that WSFS Bank's contact center systems remain secure, efficient, and effective.
Vendor Management: Build and maintain strong relationships with vendors, ensuring that service level agreements are met and that any issues are resolved quickly and effectively.
Troubleshooting: Develop and maintain strong troubleshooting skills, staying up-to-date with the latest tools and techniques for identifying and resolving complex system issues.

Learning & Development Opportunities:

Cloud-Based System Certifications: Pursue relevant certifications, such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, or Google Cloud Certified - Professional Cloud Architect.
Industry Conferences & Events: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in cloud-based system management, contact center software, and vendor management.
Mentorship & Leadership Development: Seek out mentorship opportunities and leadership development programs to grow both personally and professionally within the organization.

📝 Enhancement Note: The technical challenges and growth opportunities for the Five9 Systems Administrator role at WSFS Bank are driven by the organization's commitment to providing exceptional customer service and support, as well as its focus on continuous improvement and innovation.

💡 Interview Preparation

Technical Questions:

Cloud-Based System Management: Describe your experience with cloud-based system management, highlighting specific projects or achievements that demonstrate your ability to ensure system security, efficiency, and effectiveness.
Vendor Management: Discuss your experience with vendor management, focusing on building and maintaining strong relationships with vendors, ensuring service level agreements are met, and resolving any issues quickly and effectively.
Troubleshooting: Explain your troubleshooting process, highlighting specific tools, techniques, and best practices that you use to identify and resolve complex system issues.

Company & Culture Questions:

Customer Focus: Describe your understanding of WSFS Bank's customer-focused culture and how you would ensure that the contact center systems meet the needs of both internal and external customers.
Collaboration: Discuss your experience working in a collaborative environment, highlighting specific projects or achievements that demonstrate your ability to work effectively with others to achieve common goals.
Innovation: Explain your approach to identifying opportunities for improvement and growth, highlighting specific examples from your past experiences that demonstrate your ability to think creatively and drive change.

Portfolio Presentation Strategy:

Cloud-Based System Management: Highlight specific projects or achievements that demonstrate your ability to ensure system security, efficiency, and effectiveness.
Vendor Management: Include any relevant vendor management case studies or examples that demonstrate your ability to build and maintain strong relationships with vendors, ensure service level agreements are met, and resolve any issues quickly and effectively.
Troubleshooting: Showcase your troubleshooting skills through specific case studies or examples that demonstrate your ability to identify and resolve complex system issues.

📝 Enhancement Note: The interview process at WSFS Bank is designed to assess the candidate's technical skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their portfolio, technical skills, and career goals in detail, focusing on their ability to provide exceptional customer service and support through effective system management and support.

📌 Application Steps

To apply for the Five9 Systems Administrator - Contact Center position at WSFS Bank:

Review the Job Description: Carefully read the job description, highlighting any relevant experience, skills, or qualifications that you possess.
Update Your Resume: Tailor your resume to the specific requirements of the role, emphasizing relevant experience, skills, and qualifications.
Prepare Your Portfolio: Ensure that your portfolio showcases your relevant experience with cloud-based systems, contact center software, and troubleshooting. Include any relevant certifications or training materials developed for contact center associates.
Practice Interview Questions: Familiarize yourself with the interview process and practice answering common interview questions related to cloud-based system management, vendor management, and troubleshooting.
Research WSFS Bank: Learn about the organization's history, culture, and values, and be prepared to discuss your fit within the company during the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with WSFS Bank before making application decisions.

Five9 Systems Administrator - Contact Center