Call Center Systems Manager

Job Description

Job Description

Call Center Systems Manager

Austin, TX (Local Candidates Only) Fully On-Site

$100,000 - $120,000 Base Salary Full-Time | Monday-Friday, 8:00 AM-5:00 PM

Are you an expert in Five9, contact center technology, and system optimization ? We're seeking a Call Center Systems Manager to lead the administration, performance, and continuous improvement of the technology powering a high-volume contact center environment.

In this role, you'll serve as the primary expert for our call center platforms, partnering with Operations, IT, Analytics, and Business stakeholders to drive efficiency, enhance the customer experience, and optimize platform performance.

What You'll Be Doing

• Lead administration and optimization of the Five9 platform
• Configure and maintain IVRs, call routing, queues, dialer campaigns, SMS, chat channels, and communication workflows
• Support integrations between Five9, Salesforce, and other enterprise systems
• Monitor system performance, troubleshoot issues, and ensure platform reliability
• Manage user access, permissions, and platform configurations
• Develop reporting and dashboards to track contact center performance
• Create documentation, SOPs, and training materials
• Partner with leadership to improve processes and user experience
• Mentor junior administrators and support personnel

What We're Looking For

• 5+ years of experience managing or administering contact center platforms
• Strong experience with Five9 (preferred) or similar CCaaS platforms
• Expertise in:
  • IVR design and administration
  • Call routing and queue management
  • Dialer and campaign management
  • Real-time monitoring and reporting
  • Contact center operations technology
• Experience with Salesforce or Salesforce Service Cloud
• Ability to support high-volume call center environments
• Strong analytical, troubleshooting, and communication skills

Nice to Have

• Leadership or team lead experience
• Five9 certifications
• Experience with Genesys, NICE CXone, Talkdesk, CallRail, or other CCaaS platforms
• Workforce Management (WFM) and analytics tools experience
• Documentation and training experience

Why Join Us?

✅ Competitive salary ($100K-$120K)

✅ Comprehensive medical, dental, vision, and life insurance

✅ 401(k) and wellness programs

✅ Professional development and leadership training

✅ PTO, paid holidays, and volunteer time off

✅ Opportunity to make a direct impact on customer experience and operational performance

If you're passionate about contact center technology, process improvement, and leveraging platforms like Five9 and Salesforce to drive results, we'd love to hear from you!

Pay Details: $100,000.00 to $120,000.00 per year

Search managed by: Sarah Scheid

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.