Key skills
LeadershipCommunicationProblem Solving
About this role
Role Overview
- Administer and configure Five9 and other call center platforms
- Maintain and optimize IVRs, call queues, campaigns, dialing strategies
- Manage user provisioning, role assignments, phone numbers, and messaging flows
- Monitor and fine-tune call pacing, system performance, and platform reliability
- Resolve call center agent system issues while providing exceptional customer service
- Administer and support additional company phone systems
- Maintain expertise across supported call center platforms and integrations
- Contribute to system improvement projects, document Standard Operating Procedures (SOPs)
Requirements
- 1-2 years experience supporting or administering Call Center platforms, preferably Five9 or similar CCaaS platforms
- Associate or Bachelor’s degree in information technology, computer science, or related field
- Hands-on experience with IVR Configuration, call routing, and real-time monitoring
- Working knowledge of dialer configurations and list management
- Proven ability to support call center systems, troubleshoot issues, and implement fixes
- Ability to work collaboratively in a team environment and across departments
- Strong analytical, problem solving and organizational skills and customer service orientation
- Strong communication skills with the ability to translate technical concepts for non-technical stakeholders
Benefits
- Medical
- Dental
- Vision
- HSA
- Life Insurance
- Disability Coverage
- Pet Insurance
- 401(k)
- Employee Assistance Program (EAP)
- UHC Rewards
- Rally Health
- One Pass Select
- Paid professional development
- Leadership training
- Relocation opportunities nationwide
- 80 hours of PTO
- 6 paid holidays
- Volunteer Paid Time Off (VPTO)