Call Center Systems Manager

Location: Austin, TX
Schedule: Monday–Friday | 8:00 AM–5:00 PM ( Occasional on-call and after-hours support may be required based on business needs)
Work Arrangement: Fully On-Site ( Up to 25% travel may be required )
Compensation: $100,000–$120,000 annually

About the Role

We are seeking an experienced Call Center Systems Manager to oversee and optimize the technology that powers our call center operations. In this role, you’ll serve as the subject matter expert for our call center platforms, primarily Five9, while ensuring seamless integration with systems such as Salesforce and other enterprise applications.

You’ll partner closely with Call Center Leadership, IT, Data Analytics, and Enterprise Applications teams to improve workflows, enhance user experience, and drive operational performance. This role is ideal for someone who enjoys blending technical expertise with cross-functional collaboration and problem-solving.

What You'll Do

• Lead administration and optimization of call center platforms, primarily Five9
• Configure and maintain IVRs, call routing, queues, campaigns, SMS/chat channels, and communication workflows
• Manage dialing strategies and campaign performance to improve productivity and connect rates
• Monitor system performance and troubleshoot issues to ensure reliable operation
• Administer user access, permissions, and platform configurations
• Support integrations between Five9, Salesforce, and other enterprise systems
• Partner with stakeholders to identify opportunities for process improvements and enhanced user experience
• Collaborate with data teams to develop reporting and dashboards for call center performance metrics
• Create documentation, SOPs, and training materials
• Mentor junior administrators and support team members
• Ensure compliance with security, privacy, and operational standards

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 experienc