We are currently looking for a Call Center Systems Administrator . We have 1 open position. Please apply and we can discuss!
Location: Austin, Texas
Salary: $65-80K
Benefits: Full benefits
Type: Contract to Hire
Sponsorship Available: No
Must Have Skills:
- Between one and two years of hands-on work managing contact center platforms, with Five9 being the top choice, though comparable CCaaS solutions are welcome.
- Familiarity with Salesforce and how it connects with call center tools.
- Practical background in building IVRs, directing calls, and keeping an eye on activity as it happens.
- Direct experience adding users, assembling reporting dashboards, and launching campaigns, along with a solid grasp of dialer settings and managing contact lists.
- Demonstrated capability to keep call center systems running, diagnose problems, and roll out solutions, paired with strong teamwork across departments and clear communication.
- An Associate or Bachelor's credential in IT, computer science, or a comparable area; relevant on-the-job experience may substitute.
Responsibilities:
- Handle the setup and upkeep of contact center technology, chiefly Five9, and support how it ties into Salesforce and other business systems.
- Keep IVRs, queues, call paths, SMS and chat flows, campaigns, and dialing approaches current so day-to-day operations run smoothly, while provisioning phone numbers and messaging paths as the business grows.
- Configure call distribution, agent skill sets, and campaigns to match operational targets, and manage user access, roles, and campaign priorities for safe, efficient system use.
- Track call pacing live and adjust it to lift agent output and connection rates while cutting down on dropped calls.
- Watch overall system health, resolve problems to keep everything dependable and available, and pass more complex matters along to senior admins or vendors when required, all while helping agents work through their concerns.
- Team up with the Enterprise Applications group to strengthen Salesforce and related integrations, contribute to efficiency and automation initiatives, write up SOPs and agent guides, and uphold data security, privacy, and regulatory standards across all systems.
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.