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Dialer Systems Administrator

Austin, TX, US • Posted 12 hours ago • Updated 12 hours ago

Full Time

On-site

USD $70,000.00 - 80,000.00 per year

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Job Details

Skills

Optimization
Technical Support
Workflow
Provisioning
Messaging
Productivity
Internal Communications
Standard Operating Procedure
User Guides
Regulatory Compliance
Data Security
Privacy
Information Technology
Computer Science
Routing
Real-time
Management
Analytical Skill
Conflict Resolution
Problem Solving
Organizational Skills
Customer Service
Communication
Scripting
Interactive Voice Response
Salesforce.com
Customer Relationship Management (CRM)
Call Center
Genesys
Mitel
Cloud Computing
VoIP
Documentation
Life Insurance
Insurance
Rally
PASS
Professional Development
Leadership
Training

Optimization
Technical Support
Workflow
Provisioning
Messaging
Productivity
Internal Communications
Standard Operating Procedure
User Guides
Regulatory Compliance
Data Security
Privacy
Information Technology
Computer Science
Routing
Real-time
Management
Analytical Skill
Conflict Resolution
Problem Solving
Organizational Skills
Customer Service
Communication
Scripting
Interactive Voice Response
Salesforce.com
Customer Relationship Management (CRM)
Call Center
Genesys
Mitel
Cloud Computing
VoIP
Documentation
Life Insurance
Insurance
Rally
PASS
Professional Development
Leadership
Training

Summary

Location: Austin, TX or Dallas, TX

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

Overview:

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.

Qualifications:

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

Benefits & Perks:

Medical, Dental, Vision, HSA, Life Insurance, Disability Coverage, and Pet Insurance
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)

For more information, please visit DaBella.us

DaBella is a values-focused company that works for people who want to work to help others create value. The kind of company people want to work with and work for. We do it differently than most.

Change is constant, but our values remain steadfast: We Lead, We Care, We Grow.

#INDCORPORATE

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91164810
Position Id: c26641cda86095b1183bab03cf887259
Posted 12 hours ago

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