Dialer Systems Administrator

DaBella; Irving (TX); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, Vision

HSA

Life Insurance

Disability Coverage

Pet Insurance

401(k)

EAP

Paid time off

Holidays

Relocation opportunities

Job summary

DaBella in Austin/Dallas is seeking a Junior Call Center Systems Administrator to support Five9 and CCaaS platforms, including Salesforce integrations. You will help optimize IVRs, queues, dialing strategies, and messaging channels to boost agent productivity and customer service.

The role involves on-site work with occasional travel, user provisioning, and monitoring system performance to minimize dropped calls and maximize connect rates. Strong teamwork and problem-solving are essential.

Qualifications

• 1–2 years of experience supporting or administering call center platforms, preferably Five9 or similar CCaaS.
• Hands-on experience with IVR configuration, call routing, and real-time monitoring.
• Working knowledge of dialer configurations and list management.
• Ability to troubleshoot issues and implement fixes in call center systems.
• Strong analytical and problem-solving skills with a focus on customer service.
• Effective communication and collaboration across teams.

Responsibilities

• Administer and configure Five9 and other call center platforms, including Salesforce integrations.
• Maintain and optimize IVRs, queues, campaigns, dialing strategies, and messaging channels.
• Manage user provisioning, roles, numbers, and secure system access.
• Monitor call pacing, system performance, and platform reliability; troubleshoot and escalate as needed.
• Resolve agent system issues and provide excellent support to end users and stakeholders.
• Support other company phone systems to ensure reliable customer service.
• Collaborate with Enterprise Applications to enhance Salesforce connectivity and agent experience.
• Contribute to SOPs, user guides, and ensure compliance with data security and regulations.

Job description

Location: Austin, TX or Dallas, TXSchedule: 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 annuallyOverview: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.Qualifications:1-2 years experience supporting or administering Call Center platforms, preferably Five9 or similar CallCenter as a Service (CCaaS) platformsAssociates or Bachelor’s degree in information technology, computer science, or related field.Equivalent experience may be consideredHands-on experience with IVR Configuration, call routing, and real-time monitoringWorking knowledge of dialer configurations and list managementProven ability to support call center systems, troubleshoot issues, and implement fixesAbility to work collaboratively in a team environment and across departmentsStrong analytical, problem solving and organizational skills and customer service orientationStrong communication skills with the ability to translate technical concepts for non-technical stakeholdersPreferred Qualifications:Five9 or other CCaaS Certified administrator or similar certificationsExperience supporting or working in a high volume call center environmentProficiency with Five9 studio including scripting, IVR design and campaign configurationUnderstanding of Salesforce or similar CRM platforms and their integrations with call centertechnologiesExperience with other CCaaS platforms (e.g. Genesys, NICE InContact, Talkdesk)Experience administering Mitel Cloud or other cloud based VOIP systemsDocumentation skills including SOPs, technical guides, and training materialsBenefits & 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