Call Center Systems Manager

TL;DR

Call Center Systems Manager: Overseeing the administration and optimization of cloud-based contact center platforms with an accent on IVR design, call routing, and CRM integration. Focus on driving system performance, spearheading automation initiatives, and leading technical support teams in a high-volume environment.

Location: Must be based in Austin, Texas

Salary: $100,000–$120,000

Company

hirify.global is a professional staffing and recruitment firm providing comprehensive employment solutions.

What you will do

• Manage day-to-day administration of cloud contact center platforms including IVR, queues, and dialing campaigns.
• Maintain and enhance integrations between contact center solutions and CRM platforms like Salesforce.
• Monitor system health and resolve technical issues to ensure maximum platform uptime.
• Collaborate with analytics and IT teams to build dashboards and improve agent efficiency.
• Lead automation projects and platform upgrades to elevate operational effectiveness.
• Coach junior administrators and maintain comprehensive system documentation and SOPs.

Requirements

• Minimum 5 years of hands-on experience managing cloud contact center platforms (Five9, Genesys, NICE InContact, or Talkdesk).
• Strong preference for Five9 expertise.
• Demonstrated leadership or team management background in a technical or contact center environment.
• Deep knowledge of CCaaS technologies, including call routing logic and dialer performance tuning.
• Proven ability to integrate contact center solutions with Salesforce or similar CRM platforms.
• Must be authorized to work in the US (no sponsorship available).

Culture & Benefits

• Direct hire position.
• Comprehensive benefits package provided.
• Opportunity to lead technical initiatives in a fast-paced, high-volume environment.
• Commitment to equal employment opportunity and inclusive workplace practices.