Manager, Contact Center Technology & Operations

Job Description

Job Description

At CGS Business Solutions, we're dedicated to helping skilled IT and business professionals take the next meaningful step in their careers. Whether you're exploring project-based consulting roles or seeking a long-term position, we connect you with opportunities that align with your expertise, your goals, and your growth trajectory.

Backed by deep industry insight and our proven TalentFlow™ Framework, we ensure every role we present is thoughtfully matched to your skills, passions, and career ambitions. If you're ready for a role that challenges you and moves your career forward, we're currently partnering with leading organizations to fill the following opportunity:

Position Summary

Our nationwide Financial Services is seeking a Contact Center Manager to lead the implementation, optimization, and ongoing operation of our contact center platform, with a primary focus on Five9 and its integration with Salesforce. This role is responsible for both technology and operational alignment, ensuring a seamless and efficient experience for customers and internal teams.

Key Responsibilities

• Lead implementation and management of Five9 platform.
• Oversee integration of Five9 with Salesforce.
• Manage inbound, outbound, and blended dialer strategies.
• Design IVR, routing, and omni-channel workflows.
• Optimize Salesforce integration including screen pops and call logging.
• Monitor KPIs such as SLA, call handling time, and conversion.
• Support reporting using Five9, Salesforce, and BI tools.
• Drive automation, AI, and call analytics improvements.
• Manage contact center admins and vendor partners.
• Manage vendor relationships including Five9.
• Partner with Sales, Operations, and Servicing teams.

Qualifications

• 7+ years contact center experience
• Hands-on Five9 experience
• Salesforce integration experience
• Knowledge of dialer strategies and IVR
• Experience with omni-channel environments
• Strong understanding of contact center KPIs
• Mortgage or Financial services experience
• AI and call analytics tools
• Telephony and SIP/SBC knowledge a big plus
• BI tools like Tableau or Power BI

CGS Business Solutions is a nationally recognized leader in IT staffing and consulting, delivering top-tier talent across Applications, Cloud & Infrastructure, Cybersecurity, Data & AI, and Engineering. As a multi-year INC 5000 winner and one of California's Best IT Recruitment Firms, we're known for combining boutique-level service with enterprise-grade results.

We're also proud to be named one of the Orange County Business Journal's Fastest Growing Companies, earning the distinction for five consecutive years as we continue to expand into new markets across the U.S. Companies trust CGS to attract, engage, and retain elite technology talent—giving them the advantage they need to lead with confidence in a rapidly evolving digital landscape