Call Center Systems Administrator

Location: Austin, Texas, United States

Salary: $65,000–$80,000 per year

Company

hirify.global provides workforce and employment services.

What you will do

• Configure and maintain contact center technology, primarily Five9, and support integrations with Salesforce and other business systems.
• Maintain IVRs, queues, call paths, SMS and chat flows, campaigns, dialing strategies, phone numbers, and messaging channels.
• Configure call distribution, agent skills, campaigns, user access, roles, and campaign priorities.
• Monitor live call pacing and adjust settings to improve agent productivity and connection rates while reducing dropped calls.
• Monitor system health, troubleshoot incidents, escalate complex issues to senior administrators or vendors, and support agents with technical problems.
• Partner with Enterprise Applications on Salesforce integrations, automation, SOPs, agent guides, data security, privacy, and regulatory compliance.

Requirements

• One to two years of hands-on experience managing contact center platforms; Five9 experience is preferred, with comparable CCaaS platforms considered.
• Familiarity with Salesforce integrations and call center tools.
• Practical experience building IVRs, routing calls, monitoring activity, provisioning users, creating reporting dashboards, launching campaigns, configuring dialers, and managing contact lists.
• Experience maintaining contact center systems, diagnosing issues, implementing solutions, and collaborating across departments.
• Associate or bachelor's degree in IT, computer science, or a related field; relevant professional experience may substitute.
• Visa sponsorship is not available.

Culture & Benefits

• Contract-to-hire position.
• Full benefits are provided.
• Equal employment opportunity and anti-harassment policies apply.