Contact Center Technology Manager

DaBella

. Lead administration and optimization of call center platforms, primarily Five9 .

Posted 9/21/2026full-timeAustin • Texas • United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in administering and optimizing call center platforms, particularly Five9, with a strong focus on IVR configurations, call routing, and campaign management. Proven ability to enhance user experience through process improvements and effective collaboration with stakeholders.

Highest-signal resume keywords

Five9 AdministrationCall Routing ManagementIVR ConfigurationSalesforce IntegrationTroubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center Platform ManagementCampaign Performance OptimizationReal-Time MonitoringUser Access AdministrationDocumentation CreationSOP DevelopmentWorkforce ManagementAnalytics ToolsHigh-Volume Call Center SupportProcess Improvement

Soft Skills

Analytical SkillsOrganizational SkillsCollaborationLeadershipMentoring

Tools & Technologies

Five9SalesforceSalesforce Service CloudGenesysNICE InContactTalkdeskCallRail

Certifications & Qualifications

Five9 CertificationCCaaS Certification

Industry Keywords

Call Center OperationsIVR SystemsCampaign ManagementSecurity CompliancePrivacy Standards

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead administration and optimization of call center platforms, primarily Five9
Configure and maintain IVRs, call routing, queues, campaigns, SMS/chat channels, and communication workflows
Manage dialing strategies and campaign performance to improve productivity and connect rates
Monitor system performance and troubleshoot issues to ensure reliable operation
Administer user access, permissions, and platform configurations
Support integrations between Five9, Salesforce, and other enterprise systems
Partner with stakeholders to identify process improvements and enhance user experience
Collaborate with data teams to develop reporting and dashboards for call center performance metrics
Create documentation, SOPs, and training materials
Mentor junior administrators and support team members
Ensure compliance with security, privacy, and operational standards

Requirements

What you’ll need

5+ years of experience administering and managing call center platforms
Experience with Five9 or similar CCaaS platforms
Strong understanding of call routing, IVR configurations, campaign management, and real-time monitoring
Working knowledge of Salesforce or comparable CRM systems
Experience supporting high-volume call center environments
Strong troubleshooting, analytical, and organizational skills
Ability to collaborate effectively across technical and business teams
Leadership, supervisory, or team lead experience preferred
Five9 or other CCaaS certifications preferred
Experience with Salesforce Service Cloud preferred
Experience with workforce management and analytics tools preferred
Familiarity with Genesys, NICE InContact, Talkdesk, or CallRail preferred
Strong documentation and training experience preferred

Benefits

Comp & perks

Medical, Dental, Vision, HSA, Life Insurance, Disability Coverage, and Pet Insurance
401(k)
Employee Assistance Program (EAP)
UHC Rewards
Rally Health
One Pass Select
Paid professional development
Leadership training
Relocation opportunities nationwide
80 hours of PTO
6 paid holidays
Volunteer Paid Time Off (VPTO)