Contact Center Systems Manager - Genesys, Salesforce & Five9

Southern California | Hybrid $105K-$130K Total Cash Compensation + Bonus + Benefits Our client is a growing organization seeking aManager, Contact Center Systems & Operationsto lead and improve the technology, workflows, automations, and operational systems supporting a high-volume customer service environment. This isnot a traditional call center management positionfocused on hiring, coaching, or directly managing frontline agents. Instead, this role is focused on the systems behind the operation—contact center platforms, CRM technology, workflow automation, integrations, reporting, and process improvement. The ideal candidate is a systems-minded problem solver who enjoys using technology to improve operations, eliminate manual processes, and build scalable solutions. What You’ll Be Doing Configure, administer, and optimizecontact center and CRM platforms Design and maintainIVRs, call flows, routing logic, queues, and workflows Troubleshoot platform issues and implement system enhancements Buildworkflow automationsthat reduce repetitive manual work and improve operational efficiency Develop reporting, dashboards, and other tools that provide visibility into operational performance Support integrations acrossCRM, contact center, and other business platforms Improve data flow and connectivity between systems Translate operational and business requirements into technical solutions Partner with internal technology teams and external vendors on system improvements Identify process gaps, bottlenecks, and opportunities for automation Redesign workflows and processes to improve scalability and efficiency Evaluate new technologies and tools that could improve operations Use data and reporting to measure the impact of system and process improvements Support ongoing platform administration, optimization, and troubleshooting Required Qualifications 4+ years of experiencesupporting contact center systems, CRM platforms, business systems, or operational technology Hands-on experienceconfiguring, administering, or optimizingcontact center, CRM, workflow, or similar business platforms Experience designing or managingIVRs, call routing, queues, workflows, forms, or system configurations Experience withworkflow and business process automation Experience supportingsystem integrations Strong troubleshooting and technical problem-solving skills Experience developing or working withreporting and dashboards Experience working with SaaS platforms and technology vendors Ability to translate operational needs into practical system solutions Strong cross-functional communication and stakeholder management skills Ability to quickly learn unfamiliar technologies and systems Relevant Platforms Experience with one or more modern contact center or CRM platforms is highly relevant, including: Genesys Cloud Five9 NICECXone Amazon Connect Salesforce Service Cloud HubSpot Zendesk Similar contact center, CRM, workflow, or customer operations platforms Direct experience with any single platform is not required; strong transferable experience administering and improving comparable systems is valuable. Preferred Qualifications Experience supportingcustomer/member service operationsin a regulated or complex environment Experience working withHIPAA-compliant systems or environments Healthcare or other highly regulated industry experience is a plus Experience improving processes throughautomation and systems configuration Strong analytical skills and experience using data to identify operational bottlenecks Experience partnering across Operations, Technology, and business leadership What Success Looks Like You’ll be successful in this position if you can look at an operational problem and determine howtechnology, automation, configuration, or process redesigncan solve it. That could mean optimizing call routing, building a new workflow automation, improving a CRM process, troubleshooting a platform issue, integrating systems, or finding a more scalable way to support growing operational demands. This role is best suited for someone who enjoys beinghands-on with systems, solving unfamiliar problems, and continuously finding better ways for technology and operations to work together. #J-18808-Ljbffr Motion Recruitment Partners LLC