IT Systems Analyst, CRM & Five9

Job Summary

The CRM & Five9 IT Systems Analyst is integral to the IT Business Analysis team, focused on supporting and enhancing the organization's CRM systems (Salesforce) and Five9 call center solutions.

Working under the direction of the Manager of IT Business Systems, this role demands a collaborative approach with IT peers, business stakeholders, and third-party vendors to deliver comprehensive technical and functional support.

The analyst is tasked with troubleshooting, resolving incidents, and managing the CRM and Call Center platforms to ensure they are optimized and aligned with organizational goals.

This position emphasizes a proactive integration of new technologies, continuous improvement, and the assurance of seamless operation and integration of Salesforce CRM and Five9 platforms.

This role focuses on continuous improvement, staying informed about the latest trends and technologies, and ensuring seamless integration and optimization of the Salesforce & Five9 platform.

The IT Systems Analyst demonstrates adaptability, a strong understanding of industry best practices, and a commitment to delivering exceptional user experiences and satisfaction.

Additional responsibilities include proactive platform improvements, serving as the primary point of contact for business stakeholders, mentoring and coaching junior team members, and collaborating with IT management in developing and refining IT policies, procedures, and strategies.

Responsibilities (Specific tasks, duties, essential functions of the job)



* Develop and maintain expertise in Five9 functionality, configuration, and integration with Salesforce platforms.


* Design, implement, and maintain optimal configurations for Salesforce systems and Five9, including call flows, IVR scripts, and routing strategies to enhance customer interaction.


* Collaborate with business stakeholders to translate business needs into technical specifications for Salesforce and Five9 enhancements.


* Monitor, troubleshoot, and resolve issues within the Salesforce & Five9 platform, ensuring high availability and performance.


* Collaborate with IT and business teams to ensure seamless integration of Five9 with Salesforce systems and other business applications.


* Stay informed about the latest developments in CRM and cloud contact center technologies, evaluating their potential benefits for the organization.


* Assist in the configuration and customization of Five9 & Salesforce modules to meet business requirements.


* Support the deployment of new features and functionalities within Five9, contributing to user training and documentation.


* Participate in the monitoring of system performance, identifying trends, and recommending improvements.


* Collaborate with Production Application Business Users to understand their needs and expectations, directing them to the proper solution in a timely manner.


* Perform change, incident, and problem management for...