Contact Center Senior Systems Analyst
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Job Description
DailyPay, Inc. is transforming the way people get paid. As the industry's leading on-demand pay solution, DailyPay uses an award-winning technology platform to help America's top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job, while supporting their financial well-being outside of the workplace.
DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.
As a Senior Systems Analyst you will be responsible for the execution of day-to-day configuration, support, and maintenance of our User Support software stack. This currently includes Zendesk, Five9, Assembled, and Observe AI. You will help create and maintain an omni-channel, effortless and delightful customer experience. You'll become a subject matter expert on tool usage, standard methodologies, and implementation. You'll also collaborate with department leadership to analyze and uncover efficiencies within existing processes, as well as making recommendations for future improvements. This is a "hands on keyboard" role in which you will be making changes in a production environment.
If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.
How You Will Make an Impact:- Administrator
- Evaluating and fine-tuning existing workflows, as well as experimenting with new ones for future business needs
- Provisioning access for all roles; agent, supervisor, management
- Performing hands-on implementation of day-to-day changes including IVR, CRM, reporting and Quality tools
- Gathering and prioritizing change requirements for internal systems requests
- Managing the internal testing and rollout of changes across all teams
- Serve as technical lead for new systems implementations
- Periodically auditing permissions and ensuring access is appropriate
- Provide troubleshooting assistance to internal Customer Support Teams
- Working with Learning & Development team to establish best practices and "how-to" documentation to ensure our team gets the most out of all tools
- Reporting
- Ability to translate business requirements into Key Performance Indicators
- Ability to comprehend a complex data model and develop custom reports for Executive consumption
- Conduct in depth reviews and analysis from data/ reporting tools to deliver observations, detail changes and identify the root cause and develop remediation plans
- 3+ years experience administering customer support software including Zendesk, Five9, Assembled, or Observe AI
- Previous experience setting up and optimizing API integrations
- Outstanding problem solving skills
- Strong attention to detail
- Ability to collaborate across teams
- Written and verbal communication skills
- The ability to take initiative and be self-motivated
- An adaptable and flexible attitude
- Ability to work flexible hours as needed
- Zendesk Administrator Certification, or other contact center certification
- Experience with IVA, agent assist tools, chatbots, other AI contact center tools
- Work as part of an on call rotation
- Experience with Excel (pivot tables, etc.), Google suite of programs, JIRA
- Fluency in Python, JSON, or Jinja2
- User journey design and mapping
- Exceptional health, vision, and dental care
- Opportunity for equity ownership
- Life and AD&D, short- and long-term disability
- Employee Assistance Program
- Employee Resource Groups
- Fun company outings and events
- Unlimited PTO
- 401K with company match
#BI-Remote #LI-Remote
Pay Transparency. DailyPay takes a market-based approach to compensation, which may vary depending on your location. United States locations are categorized into three tiers based on a cost of labor index for that geographic area. The salary ranges are listed by geographic tier. Additionally, this role may be eligible for variable incentive compensation and stock options. Where a candidate fits within the compensation range for a role is based on their demonstrated experience, qualifications, skills, and internal equity.
DailyPay is committed to fostering an inclusive, equitable culture of belonging, grounded in empathy and respect, which values openness to opinions, awareness of lived experiences, fair treatment and access for all. We strive to build and develop diverse teams to create an organization where innovation thrives, where the full potential of each person is engaged, and their views, beliefs and values are integrated into our ways of working.
We encourage people of all backgrounds to join us on our mission. If you require reasonable accommodation for any aspect of the recruitment process, please send a request to [email protected]. All requests for accommodation will be addressed as confidentially as practicable.
DailyPay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.
