General Position Scope:

Functions as backup ITM and Genesys System Administrator; monitors and supports all areas of technology associated with the ITM and contact center workgroups, including hardware and software.

Primary Duties and Responsibilities:

• Provide application and technology support services to users and/or branches.


• Responsible for identifying, investigating, and resolving application errors.


• Actively participate in the implementation of technical projects and system design implementations, while following the change management process to minimize any user or customer impact. Perform periodic system maintenance and make configuration changes as assigned.


• Acquire and maintain current and specialized knowledge of all ITM and contact center software/hardware components.


• Responsible for testing new releases and updates to relevant applications and communicating details of changes when necessary.


• Collect and analyze data to identify areas of opportunity.


• Monitor vendor service levels and response times for identifying and communicating improvement opportunities. Work closely with vendors to troubleshoot and resolve technical application issues.


• Researches and implements tools and methodologies to improve efficiency and increase customer (internal and external) satisfaction. 


• Responsible for effective prioritization of workload to consistently meet the needs of end users and customers.


• Provide effective support to leadership team in instances of complex customer service or system issues.


• Responsible for building and maintaining strong relationships with other areas of the bank and vendors. Frequent collaboration and communication is required.


• Maintain a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Complete required compliance training and adhere to the Bank’s standard of conduct.


• Participation in the bank’s High-Performance Rewards Connections program.


• Make referrals to the Mortgage Center and Wealth Management.


• Perform other duties as requested.

Position Requirements:

• Associate degree required. 


• One year experience in a contact center environment. 


• Excellent analytical, problem-solving, and troubleshooting skills


• Strong computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook.


• Excellent verbal and written communication skills.


• Frequent work outside of regular business hours


• Travel to various sites/branches.

Job #642677