Dialer Systems Administrator

The Junior Call Center Systems Administrator supports the administration, configuration, and optimization of Five9 and other CCaaS platforms, including integrations with Salesforce and enterprise applications. This role assists with maintaining IVRs, queues, call flows, and SMS/chat channels, provides frontline user support and troubleshooting, and helps monitor and improve call center campaigns and workflows to ensure efficient operations and strong agent productivity.

What You’ll do:

• Administer and configure Five9 and other call center platforms, including integrations with Salesforce and enterprise applications.
• Maintain and optimize IVRs, call queues, campaigns, dialing strategies, SMS/chat channels, communication workflows, call routing, agent skills, and campaign priorities to support daily operations.
• Manage user provisioning, role assignments, phone numbers, and messaging flows while ensuring secure, efficient system access.
• Monitor and fine-tune call pacing, system performance, and platform reliability to maximize productivity, improve connect rates, minimize dropped calls, and troubleshoot issues, escalating when needed.
• Resolve call center agent system issues while providing exceptional customer service and support to end users and stakeholders.
• Administer and support additional company phone systems to ensure reliable customer service and internal communications.
• Maintain expertise across supported call center platforms and integrations, collaborating with the Enterprise Applications team to enhance Salesforce connectivity, platform performance, automation, and the overall agent experience.
• Contribute to system improvement projects, document Standard Operating Procedures (SOPs), create user guides, and ensure compliance with data security, privacy, regulatory, and operational standards.

• 1-2 years experience supporting or administering Call Center platforms, preferably Five9 or similar Call
• Center as a Service (CCaaS) platforms
• Associates or Bachelor’s degree in information technology, computer science, or related field.
• Equivalent experience may be considered
• Hands-on experience with IVR Configuration, call routing, and real-time monitoring
• Working knowledge of dialer configurations and list management
• Proven ability to support call center systems, troubleshoot issues, and implement fixes
• Ability to work collaboratively in a team environment and across departments
• Strong analytical, problem solving and organizational skills and customer service orientation
• Strong communication skills with the ability to translate technical concepts for non-technical stakeholders

Preferred Qualifications:

• Five9 or other CCaaS Certified administrator or similar certifications
• Experience supporting or working in a high volume call center environment
• Proficiency with Five9 studio including scripting, IVR design and campaign configuration
• Understanding of Salesforce or similar CRM platforms and their integrations with call center
• technologies
• Experience with other CCaaS platforms (e.g. Genesys, NICE InContact, Talkdesk)
• Experience administering Mitel Cloud or other cloud based VOIP systems
• Documentation skills including SOPs, technical guides, and training materials

Pulled from the full job description

• Professional development assistance
• Pet insurance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance

• Health savings account, Schedule: Monday-Friday (Occasional on-call and after-hours support may be required based on business needs) Work Arrangement: Fully On-Site (Up to 10% travel may be required) Compensation: $70,000-$80,000 annually, * 401(k), Employee Assistance Program (EAP), UHC Rewards, Rally Health, and One Pass Select

• Paid professional development, leadership training, and relocation opportunities nationwide
• 80 hours of PTO, 6 paid holidays, and Volunteer Paid Time Off (VPTO)