Contact Center Systems Manager
1 week ago
We are seeking an experienced and passionate Contact Center Systems Operation Manager to lead our telephony operations. In this role, you will be the in-house expert on contact rate optimization, blending strategic and analytical skills with technical expertise in telephony systems. You will be responsible for overseeing the development, testing, and optimization of our telephony platform to ensure it aligns with our business goals.
This is an in-person role based in Utah County.
What You Will Do:
- Oversee, manage, and optimize the telephony platform, including recipe testing and internal platform architecture (speed to lead, dialing algorithm).
- Create and test new recipes to improve contact rates.
- Manage process filters, recipe-assigning rules, and split tests.
- Revive leads using SQL and improve scripts through A/B testing.
- Conduct weekly DID Optimization and strategic operations administration.
- Optimize campaigns, dispositions, connectors, ANI Grouping, and IVR.
- Manage Five9 operations, including troubleshooting, user management, and reporting.
What Makes You Qualified:
- 7+ years of experience in a call center environment.
- 3-5 years of experience managing a dialer, specifically Five9.
- A bachelor’s degree is preferred, but not required.
- Compensation will be based on experience, skills, and qualifications.
- You have extensive experience with VoIP, PBX systems, and telecommunication protocols.
- You are a proactive problem-solver who thrives in a collaborative environment.
- You are a self-starter, highly motivated, and able to work autonomously.
- You are data-driven, analytical, and strategic.
- You have excellent communication skills, both written and verbal.
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