Call Center Systems Manager

LHH; Austin (TX); Sur place; USD 100 000 - 120 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, and Vision

Health Savings Account (HSA)

Life and Disability Insurance

401(k) Program

Employee Assistance Program (EAP)

Paid Time Off

Paid Holidays

Professional Development and Career成长

Internal Career Growth Opportunities

On-site Location Austin

Travel up to 25%

Mon-Fri, 8:00 AM-5:00 PM

Résumé du poste

LHH is seeking a Call Center Systems Manager in Austin, TX to lead and optimize the technology platforms powering a high-volume contact center. You will be the primary admin and SME for contact center technologies, ensuring performance, integrations, and efficiency across operations.

This role suits a tech professional who enjoys solving complex problems, improving customer experience, and partnering with business leaders to drive performance through technology.

Qualifications

• 5+ years of experience administering contact center platforms.
• Experience with CCaaS technologies such as Five9.
• Strong IVR, routing, campaign management, and real-time reporting.

Responsabilités

• Administer and optimize cloud-based contact center platforms (CCaaS).
• Configure and maintain IVRs, call routing strategies, queues, campaigns, SMS, chat, and workflows.
• Manage dialing strategies and campaign performance to improve productivity and engagement.
• Monitor system health, troubleshoot issues, and ensure platform reliability.
• Maintain user access, permissions, security settings, and platform configurations.
• Support integrations between contact center solutions, CRM systems, and other apps.
• Collaborate with Operations, IT, Analytics, and Business teams to identify improvements.
• Develop reporting and dashboards to track call center performance metrics.
• Create documentation, SOPs, and training materials for end users and admins.
• Mentor junior team members and provide technical guidance.
• Ensure compliance with security, privacy, and standards.

Connaissances

CCaaS admin

Five9 experience

IVR design

Call routing

Campaign management

Real-time monitoring

Salesforce CRM

Troubleshooting

Stakeholder comms

Leadership / mentoring

Description du poste

A rapidly growing organization is seeking a Call Center Systems Manager to lead and optimize the technology platforms that power a high-volume contact center environment. This individual will serve as the primary administrator and subject matter expert for contact center technologies, ensuring seamless system performance, platform integrations, and operational efficiency.

This role is ideal for a technology professional who enjoys solving complex problems, improving customer experience, and partnering with business leaders to drive performance through technology.

What You'll Be Doing

• Administer and optimize cloud-based contact center platforms (CCaaS)
• Configure and maintain IVRs, call routing strategies, queues, campaigns, SMS, chat, and communication workflows
• Manage dialing strategies and campaign performance to improve productivity and customer engagement
• Monitor system health, troubleshoot issues, and ensure platform reliability
• Maintain user access, permissions, security settings, and platform configurations
• Support integrations between contact center solutions, CRM systems, and other enterprise applications
• Collaborate with Operations, IT, Analytics, and Business teams to identify process improvements
• Develop reporting and dashboards to track call center performance metrics
• Create documentation, SOPs, and training materials for end users and administrators
• Mentor junior team members and provide technical guidance
• Ensure compliance with security, privacy, and operational standards

What We’re Looking For

Required Qualifications

• 5+ years of experience administering contact center platforms
• Experience with Five9 or similar CCaaS technologies
• Strong understanding of:
• IVR design and administration
• Call routing strategies
• Campaign management
• Real‑time monitoring and reporting
• Experience integrating or supporting CRM platforms such as Salesforce
• Background supporting high-volume customer service or contact center operations
• Strong troubleshooting, analytical, and problem‑solving skills
• Excellent communication and stakeholder management abilities

Preferred Qualifications

• Leadership, supervisory, or team lead experience
• Salesforce Service Cloud experience
• Contact center platform certifications (Five9 or comparable solutions)
• Experience with workforce management, reporting, and analytics tools
• Familiarity with platforms such as Genesys, NICE, Talkdesk, or similar solutions
• Experience creating documentation and end‑user training programs

Why Consider This Opportunity?

Benefits Include

• Medical, Dental, and Vision Coverage
• Health Savings Account (HSA)
• Life and Disability Insurance
• 401(k) Program
• Employee Assistance Program (EAP)
• Wellness and Rewards Programs
• Professional Development and Leadership Training
• Internal Career Growth Opportunities
• Paid Time Off
• Paid Holidays
• Location: Austin, TX
• Work Arrangement: Fully On‑Site
• Travel: Up to 25% as needed
• Schedule: Monday-Friday, 8:00 AM-5:00 PM
• Compensation: $100,000-$120,000 Base Salary + Bonus Potential

“Benefit offerings include medical, dental, vision, life insurance, short‑term disability, additional voluntary benefits,

EAP program, commuter benefits, and 401K plan. Our program provides employees the flexibility to choose the type

of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by

law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.”

Equal Opportunity Employer/Veterans/Disabled

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy