Call Center Systems Manager
$100,000–$120,000 year
On-site · Austin, Texas, United States
Job Summary
Oversee and optimize Five9-driven call center technology and its integration with Salesforce and other enterprise applications. Lead administration of CCaaS platforms, manage IVR configurations, call routing, queues, campaigns, and related channels; monitor performance, develop dashboards and reports with data teams; create documentation and training materials; mentor junior admins; ensure security, privacy, and operational standards; collaborate with Call Center Leadership, IT, Data Analytics, and Enterprise Applications teams to improve workflows and user experience.
Required Qualifications
- 5+ years of experience administering and managing call center platforms
- Experience with Five9 or similar CCaaS platforms
- Strong understanding of call routing, IVR configurations, campaign management, and real-time monitoring
- Working knowledge of Salesforce or comparable CRM systems
- Experience supporting high-volume call center environments
- Strong troubleshooting, analytical, and organizational skills
- Ability to collaborate effectively across technical and business teams
- Preferred: Leadership, supervisory, or team lead experience
- Five9 or other CCaaS certifications
- Experience with Salesforce Service Cloud
- Experience with workforce management and analytics tools
- Familiarity with platforms such as Genesys, NICE InContact, Talkdesk, or CallRail
- Strong documentation and training experience
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.