Contact Center Administrator

DSI, a Dallas-based sales enablement company has an immediate opportunity for an analytical Contact Center Administrator to support and expand the capabilities of our sales call center(s).
As the Contact Center Administrator, you will own the day-to-day operational administration of our call center platform and user management of related user applications for our sales call center team. You will be responsible for system configuration and user management based on best practices and business requirements, provide specialized expertise around products and implementation, and analyze performance metrics.
This position will report through our Systems Operations team and requires daily collaboration with senior level call center management (including international centers).
This is a remote opportunity; candidates must reside in the United States.
About DSI

Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.
At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.
Responsibilities

Manage Contact Center Software and tools efficiently (i.e. CXone User Hub, ACD, IVR, Performance Management)
Become a SME (subject matter expert) in products, processes, and systems used by contact center users
Own technical configuration of system as required including new product rollout and adoption
Analyze IVR routing to ensure proper destination and outcomes
Provide business analysis, business area assessment, user needs analysis
Regularly review and refine dashboard reporting and performance management for consistency and clarity
Ensure managerial users can access, comprehend, and utilize platform tools including Performance Management, Quality Management, and Interaction Analytics or equivalent applications
Identify campaign process and performance gaps and collaborate with leadership and center management to develop action plans based on findings
Work cross functionally with call center management to evaluate KPIs and performance at the team and individual level
Troubleshoot issues and outages and submit support cases as needed
Communicate new/revised processes and changes to team; ensure understanding of information and implementation of process/changes
Requirements

Bachelors Degree or work-related experience
5 or more years of successful experience in a contact center operations environment
5 years experience working in a customer service type of environment
Experience with CXone (NICE inContact) required, scripting experience preferred
Extensive knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Quality Management [QM]) tools
Collaborative attitude, strong verbal and written communication skills
Relentless attention to detail
Strong analytical, reasoning, and problem-solving skills
Innovative and strategic thinker capable of taking initiative
Benefits

Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment - no extended waiting period
401k Plan with employer matching
Paid vacation, personal/sick days, and bereavement time
Employee Profit Sharing Program
50% AT&T wireless discount
Paid training
Advancement opportunities, we prefer to promote from within!
Base pay range: $80,000.00/yr - $95,000.00/yr

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