Contact Center Systems Manager

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

Benefits offered by this job

Medical, Dental, Vision

401(k)

PTO

Relocation opportunities nationwide

Leadership development

Job summary

DaBella is seeking an experienced Call Center Systems Manager to oversee and optimize the Five9-powered call center technology in Austin, TX. You will collaborate with Call Center Leadership, IT, Data Analytics, and Enterprise Applications to improve workflows, user experience, and performance.

You will lead IVR configurations, routing, campaigns, and integrations with Salesforce, while guiding a team of administrators and ensuring security and compliance across platforms.

Qualifications

• 5+ years of administering and managing call center platforms.
• Experience with Five9 or similar CCaaS platforms.
• Strong troubleshooting and analytical skills.
• Experience with Salesforce or comparable CRM.

Responsibilities

• Lead administration and optimization of Five9 and related call center platforms.
• Configure IVRs, routing, queues, campaigns, SMS/chat channels, and workflows.
• Manage dialing strategies and campaign performance to improve productivity.
• Monitor system performance and troubleshoot issues for reliability.
• Administer user access, permissions, and platform configurations.
• Support integrations between Five9, Salesforce, and other enterprise systems.
• Collaborate with stakeholders to identify process improvements and better user experience.
• Create documentation, SOPs, and training materials.
• Mentor junior administrators and support team members.
• Ensure compliance with security, privacy, and operational standards.

Skills

Five9

IVR configurations

Campaign management

Salesforce

CRM systems

Troubleshooting

Cross-functional collaboration

Tools

Five9

Salesforce

Job description

Location: Austin, TX - We are looking for Local Applicants OnlySchedule: Monday–Friday | 8:00 AM–5:00 PM ( Occasional on-call and after-hours support may be required based on business needs)Work Arrangement: Fully On-Site ( Up to 25% travel may be required )Compensation: $100,000–$120,000 annuallyAbout the RoleWe are seeking an experienced Call Center Systems Manager to oversee and optimize the technology that powers our call center operations. In this role, you’ll serve as the subject matter expert for our call center platforms, primarily Five9, while ensuring seamless integration with systems such as Salesforce and other enterprise applications.You’ll partner closely with Call Center Leadership, IT, Data Analytics, and Enterprise Applications teams to improve workflows, enhance user experience, and drive operational performance. This role is ideal for someone who enjoys blending technical expertise with cross-functional collaboration and problem-solving.What You'll DoLead administration and optimization of call center platforms, primarily Five9Configure and maintain IVRs, call routing, queues, campaigns, SMS/chat channels, and communication workflowsManage dialing strategies and campaign performance to improve productivity and connect ratesMonitor system performance and troubleshoot issues to ensure reliable operationAdminister user access, permissions, and platform configurationsSupport integrations between Five9, Salesforce, and other enterprise systemsPartner with stakeholders to identify opportunities for process improvements and enhanced user experienceCollaborate with data teams to develop reporting and dashboards for call center performance metricsCreate documentation, SOPs, and training materialsMentor junior administrators and support team membersEnsure compliance with security, privacy, and operational standardsQualifications5+ years of experience administering and managing call center platformsExperience with Five9 or similar CCaaS platformsStrong understanding of call routing, IVR configurations, campaign management, and real-time monitoringWorking knowledge of Salesforce or comparable CRM systemsExperience supporting high-volume call center environmentsStrong troubleshooting, analytical, and organizational skillsAbility to collaborate effectively across technical and business teamsPreferred:Leadership, supervisory, or team lead experienceFive9 or other CCaaS certificationsExperience with Salesforce Service CloudExperience with workforce management and analytics toolsFamiliarity with platforms such as Genesys, NICE InContact, Talkdesk, or CallRailStrong documentation and training experienceBenefits & Perks:Medical, Dental, Vision, HSA, Life Insurance, Disability Coverage, and Pet Insurance401(k), Employee Assistance Program (EAP), UHC Rewards, Rally Health, and One Pass SelectPaid professional development, leadership training, and relocation opportunities nationwide80 hours of PTO, 6 paid holidays, and Volunteer Paid Time Off (VPTO)For more information, please visit DaBella.usDaBella 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