Axos Bank

  • Contact Center Systems Analyst

    Job Locations US-CA-San Diego
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    Job ID
    Job Type
    Regular Full-Time
    Centers of Excellence
  • Description:

    Born digital, Axos BankTM has reinvented the banking model, growing to nearly $10 billion in assets in just 19 years. With a broad and ever-growing range of financial products, Axos Bank is rated among the top 5 online banks in the country! Axos Financial is our holding company and publicly traded on the New York Stock Exchange under the symbol "AX (NYSE: AX).   


    We bring together human insight and digital expertise to anticipate the needs of our customers. Our team members are innovative, technologically sophisticated, and motivated to achieve.


    The primary responsibilities of the Contact Center Systems Analyst will be to:

    • Support the development of future state customer contact interactions and detailed requirements to deliver effective customer self-service
    • Configure, deploy and maintain customer contact channel configurations
    • Work cross-functionally to implement new or enhanced features to improve customer service
    • Troubleshoot and support the suite of omnichannel technology solutions in a wide array of configurations both remotely and on-site
    • Develop and maintain current configuration and maintenance documentation for all customer and agent telephony channels, ensuring the customer journey in all channels is considered at all times
    • Influence business stakeholders to design solutions from the perspective of the customer above all else
    • Assess improvement opportunities from stakeholders and flesh out discovery documentation for projects to meet standards
    • Actively drive and manage projects related to improving and optimizing the customer experience across channels to meet committed delivery dates
    • Ensure release management adheres to established release protocols and quality standards
    • Develop deep knowledge of the needs of the Bank's diverse business unit verticals, and provide solutions that sync with the enterprise strategy



    Key Skill Sets or Knowledge Requirements:

    • Ability to work independently and manage multiple projects at once
    • Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint)
    • Strong problem solving and troubleshooting skills
    • Ability to think outside of the box
    • Project management
    • Strong analytical thinking skills


    Desired Career Experience & Education Requirements:

    • Subject matter expertise in Customer and Contact Center operations
    • 3+ years administering cloud based contact center telephony applications such as Five9, InContact, Genysis or Amazon Connect
    • Solid understanding of contact center call technology (campaigns, skills, IVRs, power/preview dialing functionality)


    • Experience supporting Five9
    • Workforce Optimization platform such as Verint, NICE, CSI or Calabrio
    • Foundational knowledge of Salesforce
    • Degree in MIS, computer science, or related field


    Apply directly for consideration as we are not using any outside agencies for any of our openings


    Job Functions & Work Environment:


    The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.


    While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.


    Equal Employment Opportunity: 


    Axos Bank is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state and local laws.


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