At American Equity Investment Life Holding Company, we think of ourselves as The Financial Dignity Company. Our policyholders work with independent agents, banks and broker-dealers through our wholly-owned operating subsidiaries, to choose one of our leading annuity products best suited for their personal needs to create financial dignity in retirement. We remain steadfast in our commitment to quality products, excellent customer service, integrity, safety and delivering on our promises to our policyholders. Our success comes from hiring people who embody the beliefs that drive our unique, energetic, fast-paced and caring culture of collaboration, ownership and innovation.

We currently fund over half a million retirements nationwide, and have been headquartered in West Des Moines, Iowa, for over twenty-five years, with satellite offices slated to open in early 2023 in Charlotte, NC, and New York, NY. We are a NYSE-listed company and maintain an “excellent” rating from AM Best. Our company has over $57 billion in assets, 26,000 active agents and over 800 employees.

*We are open to remote workers across the US. #-LI Remote

GENERAL PURPOSE OF THE JOB:

The Telephony Systems Administrator is responsible for the maintenance, enhancement and day to day management and support of the company’s Telephony system. The incumbent is responsible for the design, development, implementation and support of limited code aspects of the phone system including call routing, IVR, phone queues and reporting. They partner with the technology teams and the business to ensure an optimal Telephony environment. The Systems Administrator is also responsible for department level SharePoint Administration and they work with stakeholders to gather information and update the SharePoint with pertinent, up to date information.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Telephony:

• Designs, debugs and implements, low/no code aspects of the telephony system including call routing, IVR, phone queues and reporting.
• Manages system’s roles and users.
• Implements and updates customer announcement changes.
• Works with the business users to complete changes to call routing needs or reporting.
• Works with the technology and testing teams to ensure system changes and updates are completed seamlessly.
• Responsible for system monitoring and troubleshooting.
• Partners with Customer Experience and process design leaders to ensure phone systems are customer friendly and efficient.
• Serves as liaison to 3rd party phone system vendors including Genesys.
• Researches phone capabilities and makes systemic recommendations for improvement.
• Identifies trends and recommends potential corrective actions to people or system related phone process.
• Creates and deploys feedback mechanisms for Managers.

SharePoint:

• Management of the department SharePoint including adding and amending document libraries, integrating applications and ensuring sufficient storage space.
• Ensures the department SharePoint is up to date and adheres to document retention and storage guidelines.
• Utilizes understanding of SharePoint to update information in a timely manner for the department.
• Partners with testing team to ensure changes are successful.
• Partners with the training and communications teams to ensure information is up to date and meets communication and brand standards.
• Partners with Information Technology teams to ensure company and department SharePoint sites remain up to date.
• Supports the department in growing their SharePoint presence.
• Providing SharePoint users training when necessary.
• Troubleshoots or resolves SharePoint issues.
• Performs other related work as assigned.

SUPERVISORY RESPONSIBILITIES:

None required for this position.

EDUCATION AND/OR EXPERIENCE:

Associate’s degree (A.A.) or equivalent from two-year college or technical school; or four (4) or more years related phone testing and/or telephony administration experience; and/or SharePoint administration experience or equivalent combination of education and/or experience.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

Coursework towards telephony administration or SharePoint administration

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledgeable in Telephony systems and administration including Genesys
• Knowledgeable in SharePoint administration.
• Ability to work with various stakeholders, gathering information and completing site maintenance.
• Solid systems aptitude.
• Strong customer service orientation.
• Effective verbal and written 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.

Job Type: Full-time

Pay: $55,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Compensation package:

• Bonus pay
• Yearly pay

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• How many years of Genesys telephony systems administration experience do you have?
• What is your desired salary range for this position?

Work Location: Remote

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