Strategic Contact Center Tech Ops Manager, Five9 & Salesforce

CGS Business Solutions; Fort Worth (TX); On-site; USD 115,000 - 125,000; Full time

Job summary

CGS Business Solutions is seeking a Contact Center Manager to lead the Five9 implementation and its Salesforce integration across our national Financial Services clients. The role focuses on both technology and operations to deliver a seamless customer experience.

You will manage dialer strategies, IVR design, omni-channel workflows, and KPIs like SLA and call handling time while collaborating with Sales, Operations, and Servicing teams.

Qualifications

• 7+ years contact center experience.
• Hands-on Five9 experience.
• Salesforce integration experience.
• Knowledge of dialer strategies and IVR.
• Experience with omni-channel environments.
• Strong understanding of contact center KPIs.
• Mortgage or Financial services experience.
• AI and call analytics tools.
• Telephony and SIP/SBC knowledge a big plus.

Responsibilities

• Lead implementation and management of Five9 platform.
• Oversee integration of Five9 with Salesforce.
• Manage inbound, outbound, and blended dialer strategies.
• Design IVR, routing, and omni-channel workflows.
• Optimize Salesforce integration including screen pops and call logging.
• Monitor KPIs such as SLA, call handling time, and conversion.
• Support reporting using Five9, Salesforce, and BI tools.
• Drive automation, AI, and call analytics improvements.
• Manage contact center admins and vendor partners.
• Manage vendor relationships including Five9.
• Partner with Sales, Operations, and Servicing teams.

Skills

Five9

Salesforce

Dialer strategies

Omni-channel

KPIs

AI analytics

BI tools

SIP/SBC telephony

Tools

Tableau

Power BI

Job description

CGS Business Solutions is seeking a Contact Center Manager to lead the Five9 implementation and its Salesforce integration across our national Financial Services clients. The role focuses on both technology and operations to deliver a seamless customer experience.

You will manage dialer strategies, IVR design, omni-channel workflows, and KPIs like SLA and call handling time while collaborating with Sales, Operations, and Servicing teams.