We are currently looking for a Call Center Systems Manager. We have 1 open position. Please apply and we can discuss!
Location: Austin, Texas
Salary: $100,000 - $120,000
Benefits: Full benefits
Type: Direct Hire
Sponsorship Available: No
Must Have Skills:
- At least 5 years of hands-on experience managing cloud contact center platforms such as Five9, Genesys, NICE InContact, or Talkdesk — Five9 expertise is strongly preferred
- Demonstrated leadership, supervisory, or team management background within a technical or contact center operations environment
- Deep working knowledge of CCaaS technologies including IVR design, call routing logic, outbound campaign setup, and dialer performance tuning
- Proven ability to integrate contact center solutions with Salesforce or comparable CRM platforms
- Track record of supporting and maintaining systems in fast-paced, high-volume call center settings
Responsibilities:
- Oversee the day-to-day administration and continuous improvement of cloud-based contact center platforms, including managing IVR trees, call queues, dialing campaigns, agent routing rules, and messaging workflows
- Maintain and enhance CRM integrations and other enterprise application connections to ensure seamless data flow and operational continuity
- Monitor platform health, resolve system issues proactively, and ensure maximum uptime across all contact center technologies
- Partner with operations, analytics, and IT teams to analyze performance data, build dashboards, and drive improvements in agent efficiency, customer engagement, and connection rates
- Spearhead automation initiatives, platform upgrades, and process optimization projects that elevate overall contact center effectiveness
- Coach and develop junior system administrators while creating and maintaining thorough documentation, standard operating procedures, and training resources
If the above seems like a fit, then apply!!
CRB Workforce, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.