Five9 & Analytics Systems Admin — IVR & Data Insights

Castlight Health, Inc; Salt Lake City (UT); On-site; USD 81,492 - 122,238; Full time

Job summary

Castlight Health, Inc is seeking a skilled Contact Center Systems Administrator to own Five9 IVR design, outbound dialing, and data reporting.

You will consolidate data from Five9, Aceyus, and other sources into dashboards for leadership, while maintaining reliability and accuracy of daily, weekly, and monthly reports.

The role combines hands-on Five9 administration with data storytelling to drive performance in a high-volume contact center.

Qualifications

• Five9 Expertise: 2–3 years administering Five9 (Advanced IVR Studio, Campaign Management, Administrator Console).
• Outbound Campaign Architecture: experience with predictive, power, or preview dialers and compliance guidelines.
• Multi-Source Reporting: use Aceyus (or similar) to monitor real-time and historical omnichannel metrics.
• Advanced Data Manipulation: strong spreadsheet skills (lookups, array formulas, Pivot Tables) and data pipelines.
• Analytical Mindset: identify trends, routing bottlenecks, or data gaps from telecom data.
• Familiarity with AI platforms: Google Gemini and other AI platforms.

Responsibilities

• Design, build, test and maintain Five9 IVR routing flows and agent configurations to optimize the customer journey.
• Administer and maintain Five9 IVA platforms.
• Build and manage outbound dialing campaigns, lists, and rules; monitor metrics for productivity.
• Architect and consolidate data from Five9, Aceyus and other sources into actionable reports.
• Maintain dashboards and scorecards; create macros and formulas for timely leadership reports.
• Serve as SME for Five9 issues, routing logic, and data discrepancies.

Skills

Five9

Outbound Dialing

Data Reporting

Data Manipulation

Analytics

AI platforms

Tools

Aceyus

SQL

Google Apps Script

Job description

Castlight Health, Inc is seeking a skilled Contact Center Systems Administrator to own Five9 IVR design, outbound dialing, and data reporting.

You will consolidate data from Five9, Aceyus, and other sources into dashboards for leadership, while maintaining reliability and accuracy of daily, weekly, and monthly reports.

The role combines hands-on Five9 administration with data storytelling to drive performance in a high-volume contact center.