Contact Center Systems Manager

About the role

We are seeking an experienced Call Center Systems Manager to oversee and optimize the technology that powers our call center operations.

Responsibilities

• Lead administration and optimization of call center platforms, primarily Five9
• Configure and maintain IVRs, call routing, queues, campaigns, SMS/chat channels, and communication workflows
• Manage dialing strategies and campaign performance to improve productivity and connect rates
• Monitor system performance and troubleshoot issues to ensure reliable operation
• Administer user access, permissions, and platform configurations
• Support integrations between Five9, Salesforce, and other enterprise systems
• Partner with stakeholders to identify opportunities for process improvements and enhanced user experience
• Collaborate with data teams to develop reporting and dashboards for call center performance metrics
• Create documentation, SOPs, and training materials
• Mentor junior administrators and support team members
• Ensure compliance with security, privacy, and operational standards

Qualifications

• 5+ years of experience administering and managing call center platforms
• Experience with Five9 or similar CCaaS platforms
• Strong understanding of call routing, IVR configurations, campaign management, and real-time monitoring
• Working knowledge of Salesforce or comparable CRM systems
• Experience supporting high-volume call center environments
• Strong troubleshooting, analytical, and organizational skills
• Able to collaborate effectively across technical and business teams
• Preferred: Leadership, supervisory, or team lead experience
• Five9 or other CCaaS certifications
• Experience with Salesforce Service Cloud
• Experience with workforce management and analytics tools
• Familiarity with platforms such as Genesys, NICE InContact, Talkdesk, or CallRail
• Strong documentation and training experience