Do you want a job where you can show up and make a difference in the world every day? Are you ready to join a dynamic, mission-driven company? At Alexandra Lozano Immigration Law (ALIL) we are dedicated to changing the lives of the Latino immigrant community through zealous advocacy, finding creative solutions and aggressive legal strategies.

Apply today to join our team and become a part of our mission! 

We are seeking a bilingual (English/Spanish) professional with exceptional technical and analytical skills to oversee the roadmap, administration, and optimization of the Five9 platform. This role combines technical expertise with a strategic approach to leveraging Five9 and related tools to set KPIs, analyze data, and drive operational efficiency. The ideal candidate will have a strong background in Five9 administration, data analytics, and cross-functional collaboration to resolve operational challenges and improve performance outcomes.

Onsite Role in Lomas de Chapultepec, CDMX

Five9 Application Administration

• Serve as the primary administrator for the Five9 platform, managing configuration, customization, and maintenance.
• Develop and implement a strategic roadmap for Five9 features and upgrades to align with organizational objectives.
• Monitor system performance, troubleshoot issues, and ensure 24/7 reliability.
• Partner with IT and vendors to execute integrations, updates, and patches.
• Create, manage, and optimize call flows, IVR scripts, and campaign settings.
• Provide training and support to staff on Five9 functionalities to ensure effective adoption and usage.

Analytics and Continuous Improvement

• Set and monitor KPIs to measure operational performance and customer engagement.
• Use data insights from Five9 and other systems to track, analyze, and improve team performance and operational efficiency.
• Develop and present detailed reports to leadership, highlighting trends, insights, and actionable recommendations.
• Champion a culture of continuous improvement by providing insights, coaching, feedback, and professional development opportunities.

Strategic Collaboration

• Act as a liaison between call center operations and other departments to align strategies and resolve operational challenges.
• Provide data-driven insights to support decision-making and strategic planning efforts.
• Identify and implement process improvements to enhance workflow efficiency and elevate the customer experience.

• Bachelor’s degree in Business Administration, Information Technology, Data Analytics, or a related field (or equivalent experience).
• Bilingual fluency in English and Spanish is required.
• 3+ years of experience with Five9 administration or similar contact center platforms.
• Demonstrated expertise in data analytics, KPI development, and deriving actionable insights.
• Technical proficiency with Five9 features, including call flow design, IVR scripting, and reporting tools.
• Strong problem-solving skills with the ability to manage multiple priorities in a dynamic environment.
• Excellent communication skills to collaborate effectively with both technical and non-technical stakeholders.
• Experience with CRM integration (e.g., Salesforce, Microsoft Dynamics) is a plus.

WHO WE ARE:

Alexandra Lozano Immigration Law is headquartered in Seattle, WA with offices in Los Angeles, Chicago, and Texas. Our team of passionate and highly trained individuals are doing life changing work for immigrants to the United States. We are a client-focused, results-oriented firm specializing in humanitarian immigration - 360 VAWA, U Visa, and T Visa as well as post-deportation options. 

We are one of the fastest growing companies in America (#247 on Inc.5000), and our unique approach to cases has a proven success rate of over 90%. Our compensation and benefits are highly competitive, and we are always looking for people with a combination of grit and kindness, intelligence and empathy, and a desire to help improve people’s lives - if this sounds like you, we would love to meet you.

#IN-ALIL