Provide day-to-day administration and support to analyze, troubleshoot, and develop operational functions of the Contact Center platform
Assist with the development of Omnichannel, IVR, and dialer interaction for a high-volume contact center
Develop a comprehensive understanding of multiple platforms, including predictive, preview, and automatic outbound dialing applications
Support the development of the Five9 platform as an SME for inbound/outbound, Omnichannel strategies
Support the daily list management process and load balancing from various CRM systems
Establish a working relationship with internal and external business partners
Ensure system readiness each day of production reducing outages or delays
Support optimization outbound campaign technology attributes to ensure compliance
Regular analysis of campaign results and call center KPI's

Awareness of omnichannel strategies for outbound contact to include IVR, SMS, Email, and Chatbot
Experience in Five9, MailChimp, Google, and basic ticketing systems
2 years of experience in a contact center environment
Demonstrated knowledge and understanding of call center KPI metrics
Knowledge and understanding of call center compliance and controls TCPA, state and federal regulatory guidelines, and Ancora’s Media Compliance Handbook
Excellent time management and organizational skills
Strategic and independent thinker
Strong problem-solving and analytical skills with attention to detail
Proficiency with Google suite
A solid work ethic, high integrity, positive attitude, and strong attention to detail.

Dialer Administrator

Key skills