Operations System Administrator

Operations System Administrator

This role sits at the center of contact center operations, ensuring voice and communication systems run efficiently across multiple business lines. You will manage inbound and outbound telephony infrastructure, including dialers, IVR, and toll-free number routing. The position plays a key role in optimizing customer contact strategies to improve efficiency and overall customer experience. You will work closely with operations, compliance, and engineering teams to support scalable and reliable communication systems. A strong focus will be placed on performance monitoring, campaign optimization, and system integrations across platforms. The environment is fast-paced, data-driven, and highly collaborative, requiring both technical depth and operational agility. This is a high-impact role where your work directly influences service levels, customer journeys, and operational excellence.

Accountabilities:

• Oversee and manage relationships with cloud-based contact center vendors, ensuring system stability and performance.
• Configure, maintain, and optimize dialer systems, IVR workflows, toll-free numbers, and call routing strategies.
• Support upgrades, integrations, and testing across contact center platforms and related technologies.
• Monitor real-time operations, ensuring service levels are maintained through dynamic routing and staffing alignment.
• Design and optimize outbound campaigns, dialing lists, and call strategies to improve efficiency and contact success rates.
• Implement and manage call recording, reporting, and analytics tools to track KPIs and operational performance.
• Collaborate with Legal and Compliance teams to ensure adherence to regulatory requirements and internal policies.

Requirements:

• 3+ years of experience in dialer administration or contact center systems, or 2+ years with a relevant Bachelor's degree.
• Strong knowledge of contact center technologies such as IVR, ACD, dialers, and omnichannel routing systems.
• Hands-on experience with platforms like NICE CXone or LiveVox strongly preferred.
• Familiarity with integrations involving CRM, chat systems, or customer engagement tools is a plus.
• Strong analytical and problem-solving skills with the ability to interpret performance data and optimize workflows.
• Excellent multitasking abilities with strong attention to detail in a fast-paced environment.
• Effective communicator with a proven ability to collaborate across technical and non-technical teams.
• Flexibility to adapt to evolving business needs and operational schedules.

Benefits:

• Competitive salary range: $52,005 – $84,000 annually, plus bonus eligibility.
• 401(k) plan with 5% company match to support long-term financial planning.
• Comprehensive health coverage including medical, dental, and vision insurance.
• Flexible work arrangements (remote and/or office-based depending on role needs).
• Generous paid time off, parental leave, and annual wellness allowance.
• Professional development support including Udemy access and learning resources.
• Additional perks such as childcare assistance, pet insurance, and employee discount programs.