AI Summary
The Junior Call Center Systems Administrator is responsible for administering and optimizing Five9 and other CCaaS platforms, including integrations with Salesforce and enterprise applications. Key duties include maintaining IVRs, call queues, campaigns, and SMS/chat channels, providing frontline user support, and monitoring system performance to ensure efficient operations and strong agent productivity. This role requires 1-2 years of call center platform support experience, strong analytical and communication skills, and the ability to collaborate across departments.
Key Highlights
Administer and configure Five9 and other CCaaS platforms with Salesforce integrations
Maintain IVRs, call queues, campaigns, and SMS/chat channels for daily operations
Monitor system performance, troubleshoot issues, and escalate when needed
Key Responsibilities
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
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 and minimize dropped calls
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 and platform performance
Contribute to system improvement projects, document Standard Operating Procedures (SOPs), create user guides, and ensure compliance with data security, privacy, regulatory, and operational standards
Technical Skills Required
Benefits & Perks
Medical, Dental, Vision, HSA, Life Insurance, Disability Coverage, and Pet Insurance
401(k)
Employee Assistance Program (EAP)
UHC Rewards
Rally Health
One Pass Select
Paid professional development
Leadership training
Relocation opportunities nationwide
80 hours of PTO
6 paid holidays
Volunteer Paid Time Off (VPTO)
Nice to Have
Five9 or other CCaaS Certified administrator
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
Job Description
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.
Looking to advance your IT & Network Engineering career with relocation support? Explore IT & Network Engineering Jobs with Relocation Packages that include comprehensive packages to help you move and settle in your new role.
- 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
- 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
Discover our full range of relocation jobs with comprehensive support packages to help you relocate and settle in your new location.
- 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)
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
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