System Administrator (Five9)
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About Us
At Gifthealth, we’re revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We’re a dynamic, innovative, and customer‑centric company dedicated to making a positive impact on people’s lives.
Position Summary
We are seeking a Five9 System Administrator to serve as the subject matter expert for Gifthealth’s contact center technology ecosystem, including Five9 and related system integrations ranging from workforce management, quality monitoring, and other support platforms. This position plays a key role in ensuring operational readiness, system reliability, and successful execution of our telephony migration and long‑term platform management. The System Administrator will support day‑to‑day technical operations, maintain system configurations, and partner closely with end‑users and cross‑functional teams to ensure efficient, compliant, and scalable tool performance.
Key Responsibilities
* Serve as primary contact for Five9 management and administration and related, integrated tools or software.
* Support Run‑The‑Business (RTB) work such as troubleshooting, admin requests, and incident resolution.
* Manage configuration, routing, permissions, and workflow updates across all contact center platforms.
* Lead and support the upcoming telephony migration, ensuring smooth implementation, testing, and adoption.
* Maintain system documentation and collaborate with content analysts to ensure configuration reflects accurate agent guidance/documentation.
* Collaborate with Engineering, Operations, CX, and vendors to resolve issues and implement improvements.
* Monitor system performance, identify optimization opportunities, and recommend enhancements.
* Ensure compliance with security, data integrity, and operational policies.
* Facilitate knowledge checks with training/learning and development teams, ensuring they are educated and able to train and support end‑users in tool functionality and best practices.
* Support helpdesk/IT teams by providing information and documentation needed to troubleshoot for end‑users.
Qualifications
* Education: Bachelor’s degree in Information Systems, Computer Science, Business Systems, or equivalent experience.
* Licensure/Certification: Relevant platform certifications (e.g., Five9 Administrator) preferred but not required.
Experience
* 3+ years of recent Five9 administration experience (required).
* Experience with CallMiner and Assembled strongly preferred.
* Experience supporting contact center operations, system configurations, and platform migrations.
Skills
* Deep understanding of contact center technologies, telephony routing, and workflow configuration.
* Strong troubleshooting and analytical skills.
* Ability to manage multiple systems and competing priorities.
* Excellent communication skills for supporting stakeholders and end‑users.
* Proven ability to support distributed or cross‑functional groups.
* Strong understanding of customer service and operational workflows.
* Ability to translate technical issues into clear, actionable steps.
Work Environment
* Location: Remote
* Schedule: Full‑time
* May require availability during system incidents, scheduled maintenance, or migrations.
* Regular meetings with Operations, CX, Engineering, and vendor partners.
Key Essential Functions
* Must be able to work at a computer for extended periods.
* Must be able to manage multiple concurrent technical tasks.
* Must be able to participate in virtual meetings and system walkthroughs.
Employment Classification
Status: Full‑time
FLSA: Exempt
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Technology, Information and Internet
Equal Employment Opportunity (EEO) Statement
Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.
We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!
Disclaimer
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.
United States $57,000.00-$60,000.00 1 week ago
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