Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit. We are seeking an Telephony Systems Administrator to support our Operations team.

The Telephony Systems Administrator position is in our Amherst, NY location and is responsible for the maintenance, enhancement and day-to-day management and support of the company’s Telephony system on the Genesys Cloud Platform. The incumbent is responsible for the design, development, implementation, and support of limited code aspects of the phone system including call routing, virtual agents, chat, and voice BOTS, IVR, phone queues and reporting. They partner with the technology teams and the business to ensure an optimal Telephony environment.

***CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)***

Essential Functions:

• Design, debug and implement, low/no code aspects of the telephony system including call routing, IVR, virtual agents (voice and chat) phone queues and reporting.
• Manage system’s roles and users.
• Implement and updates customer announcement changes.
• Work with the business users to complete changes to call routing needs or reporting.
• Work with the technology and testing teams to ensure system changes and updates are completed seamlessly.
• Responsible for system monitoring and troubleshooting.
• Partner with Customer Experience and process design leaders to ensure phone systems are customer friendly and efficient.
• Serve as liaison to 3rd party phone system vendors including Genesys.
• Become certified in all essential Genesys core competencies.
• Research phone capabilities and make systemic recommendations for improvement.
• Identify trends and recommends potential corrective actions to people or system related phone process.
• Create and deploy feedback mechanisms for Managers.

The ideal candidate will have the following:

• Associate degree or minimum 4 years of experience.
• Knowledgeable in Telephony systems and administration including Genesys.
• Certification in Genesys Administration a plus.
• Ability to work with various stakeholders, gathering information and completing site maintenance.
• Solid systems aptitude.
• Strong customer service orientation with effective communication skills.
• Mathematical skills and strong attention to detail.
• Strong analytical skills.
• Ability to work cooperatively and successfully with employees, customers, vendors and other outside third parties.
• Strong organizational and planning skills.
• Proficient in the use of Microsoft Office Suite.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions.
• Ability to read, analyze, and interpret general business periodicals, professional journals, and technical/operational procedures.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.

Why Continental Finance?

Continental Finance Company (“CFC”) is one of America’s leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since the Company’s founding in 2005, CFC has prided itself on its corporate responsibility to customers in terms of a strong customer support program, fair treatment, and responsible lending. With our success, we have also grown into an innovative financial tech company! With a state-of-the-art consumer underwriting, marketing and servicing platform, we provide a variety of services to our consumers when other financial institutions will not accommodate them. We are proud to provide access to credit products and excellent services to consumers who are largely overlooked by traditional credit card issuers.

CFC is an equal opportunity employer that is committed to inclusion and diversity. Our company provides equal employment opportunity (EEO) regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

CFC is seeking bright, energetic individuals that will help us grow and develop together! We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today!

***CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)***