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About the Role

The Junior Call Center Systems Administrator supports the administration, configuration, and optimization of Five9 and other CCaaS platforms, including integrations with Salesforce and enterprise applications. This role assists with maintaining IVRs, queues, call flows, and SMS/chat channels, provides frontline user support and troubleshooting, and helps monitor and improve call center campaigns and workflows to ensure efficient operations and strong agent productivity.

Responsibilities

Administer and configure Five9 and other call center platforms, including integrations with Salesforce and enterprise applications.
Maintain and optimize IVRs, call queues, campaigns, dialing strategies, SMS/chat channels, communication workflows, call routing, agent skills, and campaign priorities to support daily operations.
Manage user provisioning, role assignments, phone numbers, and messaging flows while ensuring secure, efficient system access.
Monitor and fine-tune call pacing, system performance, and platform reliability to maximize productivity, improve connect rates, minimize dropped calls, and troubleshoot issues, escalating when needed.
Resolve call center agent system issues while providing exceptional customer service and support to end users and stakeholders.
Administer and support additional company phone systems to ensure reliable customer service and internal communications.
Maintain expertise across supported call center platforms and integrations, collaborating with the Enterprise Applications team to enhance Salesforce connectivity, platform performance, automation, and the overall agent experience.
Contribute to system improvement projects, document Standard Operating Procedures (SOPs), create user guides, and ensure compliance with data security, privacy, regulatory, and operational standards.

Requirements

1-2 years experience supporting or administering Call Center platforms, preferably Five9 or similar Call Center as a Service (CCaaS) platforms
Hands-on experience with IVR Configuration, call routing, and real-time monitoring
Working knowledge of dialer configurations and list management
Proven ability to support call center systems, troubleshoot issues, and implement fixes
Ability to work collaboratively in a team environment and across departments
Strong analytical, problem solving and organizational skills and customer service orientation
Strong communication skills with the ability to translate technical concepts for non-technical stakeholders

Skills

Five9
CCaaS platforms
Salesforce integration
IVR Configuration
Call routing
Real-time monitoring
Dialer configurations
List management
Troubleshooting
Mitel Cloud
VOIP systems
SOP documentation
Technical guides

Location

Austin, TX
Dallas, TX

Work Type

Fully On-Site
Full-time

Experience Level

Junior

Education Level

Associates or Bachelor’s degree in information technology, computer science, or related field
Equivalent experience may be considered

Salary/Compensations

$70,000–$80,000 annually

Benefits

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

About the Company

DaBella is a values-focused company that works for people who want to work to help others create value.
The kind of company people want to work with and work for.
We do it differently than most.
Change is constant, but our values remain steadfast: We Lead, We Care, We Grow.
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.
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.
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.