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About the Role

We are seeking an experienced Call Center Systems Manager to oversee and optimize the technology that powers our call center operations. In this role, you’ll serve as the subject matter expert for our call center platforms, primarily Five9, while ensuring seamless integration with systems such as Salesforce and other enterprise applications. You’ll partner closely with Call Center Leadership, IT, Data Analytics, and Enterprise Applications teams to improve workflows, enhance user experience, and drive operational performance. This role is ideal for someone who enjoys blending technical expertise with cross-functional collaboration and problem-solving.

Responsibilities

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 opportunities for process improvements and enhanced 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

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
Five9 or other CCaaS certifications
Experience with Salesforce Service Cloud
Experience with workforce management and analytics tools
Familiarity with platforms such as Genesys, NICE InContact, Talkdesk, or CallRail
Strong documentation and training experience

Skills

Five9
Salesforce
Call routing
IVR configurations
Campaign management
Real-time monitoring
Troubleshooting
Analytical skills
Organizational skills
Collaboration
Documentation
Training
Genesys
NICE InContact
Talkdesk
CallRail

Location

Austin, TX

Work Type

Fully On-Site
Full-time

Experience Level

5+ years of experience

Salary/Compensations

$100,000–$120,000 annually

About the Company

At DaBella, we’re more than a home improvement company; we’re a family that cherishes community well-being.
Our mission is to foster meaningful careers nationwide, offering more than jobs—we offer futures.
Embrace a workplace where joy, purpose, and fulfillment are daily experiences, and where we support you in managing work-life balance.
We’re Actively Hiring With a multitude of openings in sales, canvassing, call centers, and more, we seek passionate individuals eager to advance with us.
Explore our diverse job opportunities and find your fit with us.
Diversity and Inclusion Our strength lies in our diverse team, united in transforming the home improvement industry.
We’re committed to nurturing your career with the necessary tools for success, believing that our growth trajectory shapes our identity, and our employees craft our culture.
Veterans Welcome We honor military veterans by providing seamless transitions into civilian careers.
Discover how your skills can flourish in our nationwide offices.

Equal Opportunity

DaBella is proud to be an equal opportunity employer.