Contact Center Systems Administrator (Five9 & Analytics)

Core Responsibilities

• Five9 Administration & IVR Design: Design, build, test, and maintain complex IVR routing flows, skills-based routing, and agent configurations within Five9 to optimize the customer journey.
• Intelligent Virtual Agent (IVA) Administration: Experience administering and maintaining Five9 or other IVA platforms.
• Outbound Dialing Management: Build and manage outbound dialing campaigns, lists, and dialing rules. Monitor list penetration, abandon rates, and compliance metrics to maximize agent productivity.
• Data Consolidation & Reporting: Act as the primary architect for contact center performance data. Regularly pull, blend, and synthesize data from multiple disparate sources—including Five9, Aceyus, and external databases to tell a business story.
• Dashboard, Workflow and Scorecard Administration: Maintain and optimize complex dashboards used by leadership. Build macros, formulas, and data connections to ensure daily, weekly, and monthly reports are accurate and delivered on time.
• Troubleshooting & Support: Serve as the internal subject matter expert (SME) for Five9 technical issues, logic errors in routing, or data discrepancies in performance reports.

Required Technical Skills & Qualifications

• Five9 Expertise: Minimum 2–3 years of hands-on experience administering Five9 (Advanced IVR Studio, Campaign Management, Administrator Console).
• Outbound Campaign Architecture: Proven experience managing predictive, power, or preview dialers, including list management and compliance guidelines.
• Multi-Source Reporting: Experience using Aceyus (or similar contact center data aggregation platforms) to monitor real-time and historical omnichannel metrics.
• Advanced Data Manipulation: Exceptional skills in spreadsheet utilization (lookups, array formulas, Query function, Pivot Tables) and experience managing data pipelines from multiple platforms into single datasets.
• Analytical Mindset: Ability to look at multi-source telecom data and identify trends, routing bottlenecks, or data tracking gaps.
• Familiarity with AI platforms: Working knowledge using Google Gemini and and other AI platforms.

Preferred Qualifications

• Five9 Administrator Certification preferred.
• Experience using Google Apps Script or basic SQL to automate data pulls into Google Sheets.
• Background working in a high-volume blended (outbound & inbound) contact center environment.
• Experience developing reports in complex data environment.