On-Site Five9 Call Center Systems Lead (Austin)

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

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.