CCaaS Systems Lead: Optimize Call Center Tech

LHH; Austin (TX); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

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

Job summary

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.

Responsibilities

• 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.

Skills

CCaaS admin

Five9 experience

IVR design

Call routing

Campaign management

Real-time monitoring

Salesforce CRM

Troubleshooting

Stakeholder comms

Leadership / mentoring

Job description

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.