Job Opportunity

Fundraising Operations Systems Administrator

Department:

Development

Reports To:

Development Strategy and Operations Director

Position Summary:

As a Fundraising Operations Systems Administrator, you play a crucial role in maintaining smooth operations and ensuring excellent service levels for all technical operations systems that support our Fundraising vertical. A successful candidate will bridge the gap between the people, the processes and the systems. Across Development, the Administrator will spearhead the evaluation, selection, and design of technical solutions to support the operational functions of fundraising, marketing and administrative teams.

Duties and Responsibilities:

Five9 System – Primary responsibility is to manage and maintain the daily operations of the contact center’s cloud-based VoIP system (Five9).

  • Provide technical support for proper Five9 functionality.
  • Create, maintain and manage dialing lists and campaigns.
  • Update, create and maintain campaign IVRs.
  • Enhance and troubleshoot integration between Five9 and integrated platforms (Hubspot, NetForum).
  • Provide technical support to end users, assisting them with any system-related queries or problems.
  • Ensure the remaining phases of implementation (Calling, SMS, Chat, Email) are efficiently and effectively executed.
  • Manage Five9 performance, including monitoring of dropped calls, abandoned rates and other metrics needed to optimize call handling processes.
  • Respond to user reported issues; troubleshoot with Agents and Supervisors experiencing problems or inefficiencies.
  • Explore and expand on the existing calling platform functionality and integrations.
  • Communicate with management, business users and IT to define, monitor & implement strategies and initiatives to optimize Call Center and Fundraising performance.
  • Generate custom reports and dashboards; configure report automation and scheduling as necessary.
  • Ensure that digital data is secure and perform regular backups.
  • Create and keep relevant all SOPs related to the Five9 system.

Other Development Systems – Responsible to maintain and innovate systems used to support Development operational services. Collaborate closely with ministry IT professionals to support Development teams.

  • Determine key performance indicators for fundraising activities and how to measure performance toward goals.
  • Provide strategic and tactical support to implement solutions to business needs/problems.
  • Work with leadership to deliver, monitor and communicate progress towards goals.
  • Oversee strategic business initiatives from ideation to implementation.
  • Provide senior leaders with insight and analysis on Development’s operations and provide recommendations for improvements across the vertical.
  • Identify and help solve core problems/opportunities within business processes.
  • Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
  • Responsible to create and maintain policies, plans, and objectives to ensure the seamless operation of technology systems used by Development staff.
  • Work closely with other IT stakeholders and subject matter stakeholders.
  • Responsible to optimize current technology solutions.
  • Proactively identify, promote, and develop strategies for new technical solutions/projects.
  • Routinely monitor system-operating performance and capacity.
  • Analyze and report on operational metrics to understand performance and to ensure success in process improvements.
  • Maintain and update list of Development technology assets.
  • Other duties as assigned.

Knowledge, Skills & Abilities Require/Preferred:

  • Ability to learn and configure off the shelf products with company specific requirements to meet business needs.
  • Solid understanding of reporting and budgeting procedures.
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit).
  • Proficient in MS Office and call center equipment/software programs.
  • Outstanding communication and interpersonal skills.
  • Excellent organizational and leadership skills with a problem-solving ability.
  • Positive and patient.

Experience Requirements:

  • 5+ years relevant experience administering technical systems.
  • Detail-oriented, analytical, self-motivated, and comfortable with complex concepts.
  • Non-Profit experience is a plus.
  • Ability to work in a fast-paced environment and adjust focus and workflow based on changing deadlines and needs.
  • Project and process management skills.
  • Excellent verbal and written communication skills.

Education or Certification Requirements:

Associates degree or equivalent in a technical field preferred.

Application Process

Please submit your resume by email to HR@CrossCatholic.org and include the title of the position in the subject line. Please be sure to include a cover letter detailing your spiritual background.