Center Systems Manager - Genesys, Salesforce & Five9

Our client is a growing organization seeking a Manager, Contact Center Systems & Operations to lead and improve the technology, workflows, automations, and operational systems supporting a high-volume customer service environment.

This is not a traditional call center management position focused 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 optimize contact center and CRM platforms
• Design and maintain IVRs, call flows, routing logic, queues, and workflows
• Troubleshoot platform issues and implement system enhancements
• Build workflow automations that reduce repetitive manual work and improve operational efficiency
• Develop reporting, dashboards, and other tools that provide visibility into operational performance
• Support integrations across CRM, 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

• 4+ years of experience supporting contact center systems, CRM platforms, business systems, or operational technology
• Hands-on experience configuring, administering, or optimizing contact center, CRM, workflow, or similar business platforms
• Experience designing or managing IVRs, call routing, queues, workflows, forms, or system configurations
• Experience with workflow and business process automation
• Experience supporting system integrations
• Strong troubleshooting and technical problem-solving skills
• Experience developing or working with reporting 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
• NICE CXone
• 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., * Experience supporting customer/member service operations in a regulated or complex environment

• Experience working with HIPAA-compliant systems or environments
• Healthcare or other highly regulated industry experience is a plus
• Experience improving processes through automation 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 how technology, automation, configuration, or process redesign can 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 being hands-on with systems, solving unfamiliar problems, and continuously finding better ways for technology and operations to work together.