Dialer Administrator

Position Summary: The Deputy Five9 Administrator will be responsible for the day-to-day management, optimization, and maintenance of the Five9 Cloud Contact Center environment. This role involves technical configuration, data analysis, and providing high-level support to ensure seamless communication operations. As a deputy, you will bridge the gap between technical infrastructure and operational efficiency, using data-driven insights to improve call routing, reporting, and agent performance.

Key Responsibilities

• Platform Administration: Manage Five9 user profiles, skills, campaigns, and IVR (Interactive Voice Response) scripts.
• Database Management: Utilize SQL to query, manage, and audit contact center data for accuracy and performance tracking.
• Technical Troubleshooting: Resolve platform issues, connectivity problems, and integration errors between Five9 and internal CRMs.
• Reporting & Analytics: Design and maintain advanced Excel dashboards and SQL-based reports to monitor KPIs like Productivity, Conversion Rate, AHT.
• Process Optimization: Continuously audit call flows and dialer settings to maximize outbound efficiency and inbound service levels.

Core Requirements & Skills

1. Five9 Administration
   1. Hands-on experience with Five9 Administrator Console (VCC).
   2. Proficiency in managing Inbound/Outbound campaigns, ACG (Agent Campaign Groups), and Disposition settings.
   3. Understanding of IVR and basic call flow
2. SQL (Structured Query Language)
   1. Ability to write complex SELECT queries, joins, and filters to extract raw data from Five9 or internal databases.
   2. Experience with data cleaning and validating report accuracy via SQL.
   3. Understanding of relational database schemas to assist in mapping Five9 data to business intelligence tools.
3. Advanced Microsoft Excel
   1. Mastery of VLOOKUP/XLOOKUP, Pivot Tables, and complex formulas.
   2. Experience in Data Visualization: Creating charts and heatmaps that translate technical metrics into digestible business insights.

Preferred Skills

While not required, candidates with the following skills will be given strong preference:

• Python
  • Familiarity with Python for scripting, data processing, or automating repetitive administrative tasks.
  • Experience using Python libraries such as pandas, requests, or openpyxl to manipulate data and interact with APIs.
  • Ability to write and maintain Python scripts that integrate with Five9 APIs or internal data pipelines.
  • Comfort working in a Python environment (virtual environments, pip, basic debugging).
• Automation
  • Experience designing or implementing workflow automation to reduce manual overhead in contact center operations.
  • Familiarity with automation tools or platforms (e.g., Zapier, Power Automate, or custom scripting solutions).
  • Proven ability to identify repetitive tasks and build scalable automated solutions that improve team efficiency.
  • Experience automating report generation, data exports, or alerting systems tied to contact center KPIs.

Qualifications

• 5+ years of experience in a Contact Center environment (Technical or Operations).
• Prior experience in a Junior Admin or Super User role within Five9.
• Strong analytical mindset with a focus on precision and detail.