Contact Center Systems Administrator (Five9 & Analytics)
Job Description Summary
We are seeking a skilled Contact Center Systems Administrator to own the management, optimization, and reporting architecture of our Five9 cloud platform. In this role, your time will be split between hands-on Five9 administration—specifically focusing on Interactive Voice Response (IVR) design and outbound dialing strategies—and data consolidation. You will be the bridge between our raw telecom data and actionable business insights, pulling metrics from platforms like Aceyus, Five9, and manual data sources into unified reporting systems to drive performance.
How will you make an impact & Requirements
Core Responsibilities
Five9 Administration & IVR Design: Design, build, test, and maintain complex IVR routing flows, skills-based routing, and agent configurations within Five9 to optimize the customer journey.
Intelligent Virtual Agent (IVA) Administration: Experience administering and maintaining Five9 or other IVA platforms.
Outbound Dialing Management: Build and manage outbound dialing campaigns, lists, and dialing rules. Monitor list penetration, abandon rates, and compliance metrics to maximize agent productivity.
Data Consolidation & Reporting: Act as the primary architect for contact center performance data. Regularly pull, blend, and synthesize data from multiple disparate sources—including Five9, Aceyus, and external databases to tell a business story.
Dashboard, Workflow and Scorecard Administration: Maintain and optimize complex dashboards used by leadership. Build macros, formulas, and data connections to ensure daily, weekly, and monthly reports are accurate and delivered on time.
Troubleshooting & Support: Serve as the internal subject matter expert (SME) for Five9 technical issues, logic errors in routing, or data discrepancies in performance reports.
Required Technical Skills & Qualifications
Five9 Expertise: Minimum 2–3 years of hands-on experience administering Five9 (Advanced IVR Studio, Campaign Management, Administrator Console).
Outbound Campaign Architecture: Proven experience managing predictive, power, or preview dialers, including list management and compliance guidelines.
Multi-Source Reporting: Experience using Aceyus (or similar contact center data aggregation platforms) to monitor real-time and historical omnichannel metrics.
Advanced Data Manipulation: Exceptional skills in spreadsheet utilization (lookups, array formulas, Query function, Pivot Tables) and experience managing data pipelines from multiple platforms into single datasets
Analytical Mindset: Ability to look at multi-source telecom data and identify trends, routing bottlenecks, or data tracking gaps.
Familiarity with AI platforms: Working knowledge using Google Gemini and and other AI platforms
Preferred Qualifications
Five9 Administrator Certification preferred
Experience using Google Apps Script or basic SQL to automate data pulls into Google Sheets.
Background working in a high-volume blended (outbound & inbound) contact center environment.
Experience developing reports in complex data environment
Compensation:
$81,492.00to
$122,238.00