Contact Center Administrator

DSI; United States; Remote; USD 80,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life insurance

401k Plan with employer matching

Paid vacation, personal/sick days

Employee Profit Sharing Program

50% AT&T wireless discount

Job summary

A sales enablement company is seeking a Contact Center Administrator to manage operations and improve performance metrics for their sales call center. The right candidate will have over 5 years of experience in the contact center industry, demonstrating strong analytical skills, attention to detail, and effective communication abilities. This is a remote position for candidates based in the United States offering a competitive salary range and comprehensive benefits package.

Qualifications

• 5 or more years of successful experience in a contact center operations environment.
• 5 years' experience working in a customer service type of environment.
• Extensive knowledge of contact center technology.

Responsibilities

• Manage Contact Center Software and tools efficiently.
• Become a SME in products, processes, and systems.
• Analyze IVR routing to ensure proper destination.

Skills

Analytical skills

Communication skills

Problem-solving skills

Attention to detail

Collaborative attitude

Education

Bachelor's Degree or work-related experience

Tools

CXone (NICE inContact)

Automatic Call Distribution (ACD)

Interactive Voice Response (IVR)

Quality Management (QM)

Job description

DSI, a Dallas-based sales enablement company has an immediate opportunity for an analytical Contact Center Administrator to support and expand the capabilities of our sales call center(s).

As the Contact Center Administrator, you will own the day-to-day operational administration of our call center platform and user management of related user applications for our sales call center team. You will be responsible for system configuration and user management based on best practices and business requirements, provide specialized expertise around products and implementation, and analyze performance metrics.

This position will report through our Systems Operations team and requires daily collaboration with senior level call center management (including international centers).

This is a remote opportunity; candidates must reside in the United States.

About DSI

Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.

At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.

Responsibilities

• Manage Contact Center Software and tools efficiently (i.e. CXone User Hub, ACD, IVR, Performance Management)
• Become a SME (subject matter expert) in products, processes, and systems used by contact center users
• Own technical configuration of system as required including new product rollout and adoption
• Analyze IVR routing to ensure proper destination and outcomes
• Provide business analysis, business area assessment, user needs analysis
• Regularly review and refine dashboard reporting and performance management for consistency and clarity
• Ensure managerial users can access, comprehend, and utilize platform tools including Performance Management, Quality Management, and Interaction Analytics or equivalent applications
• Identify campaign process and performance gaps and collaborate with leadership and center management to develop action plans based on findings
• Work cross functionally with call center management to evaluate KPIs and performance at the team and individual level
• Troubleshoot issues and outages and submit support cases as needed
• Communicate new/revised processes and changes to team; ensure understanding of information and implementation of process/changes

Requirements

• Bachelor's Degree or work-related experience
• 5 or more years of successful experience in a contact center operations environment
• 5 years' experience working in a customer service type of environment
• Experience with CXone (NICE inContact) required, scripting experience preferred
• Extensive knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Quality Management [QM]) tools
• Collaborative attitude, strong verbal and written communication skills
• Relentless attention to detail
• Strong analytical, reasoning, and problem-solving skills
• Innovative and strategic thinker capable of taking initiative

Benefits

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment - no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!

Base pay range: $80,000.00/yr - $95,000.00/yr