Senior Dialer Administrator

Position Summary

The Senior Dialer Administrator is responsible for the administration, configuration, maintenance, and optimization of the organization's Five9 and Verint cloud contact center platforms. Reporting to the Manager of Dialer Strategy, this individual contributor role supports high-volume outbound contact center operations by executing dialer strategies, maintaining system integrity, and ensuring platform performance, compliance, and operational efficiency.

The ideal candidate possesses extensive experience with Five9 and Verint administration, strong technical and analytical capabilities, and a proven ability to support complex outbound dialing environments. This role serves as a key resource for system administration, troubleshooting, reporting, and compliance support while partnering with operational and technology teams to maximize agent productivity and dialing effectiveness.

Key Responsibilities

Platform Administration & Configuration

• Administer and maintain Five9 and Verint platform configurations to support business objectives and operational requirements.

• Manage user onboarding, offboarding, permissions, and access controls.

• Configure and maintain skills, campaigns, queues, and outbound dialing settings.

• Perform basic IVR updates, call routing modifications, and system configuration changes.

• Support and troubleshoot integrations between Five9, Salesforce, and related contact center technologies.

• Conduct regular system audits and configuration reviews to ensure platform integrity and adherence to best practices.

Operational Support & Optimization

• Execute dialer strategies and campaign configurations developed by the Manager of Dialer Strategy.

• Monitor dialer performance and recommend operational improvements to enhance contact rates, agent productivity, and campaign effectiveness.

• Support outbound dialing operations through configuration management, testing, and validation of system changes.

• Troubleshoot platform issues and serve as an escalation point for dialer-related incidents and support tickets.

• Collaborate with business stakeholders to identify and resolve system, workflow, and reporting challenges.

Reporting & Analytics

• Develop, maintain, and enhance operational dashboards, reports, and performance metrics.

• Leverage Five9 and Verint reporting capabilities to provide actionable insights for leadership and operational teams.

• Analyze platform and campaign performance data to support informed business decisions.

• Maintain accurate documentation of system configurations, processes, procedures, and reporting standards.

Compliance & Governance

• Support compliance initiatives related to outbound dialing operations and contact center technologies.

• Assist with implementation and maintenance of compliance controls and operational procedures within Five9 and Verint.

• Support call reputation management, dialing governance, and regulatory compliance efforts.

• Ensure system configurations align with organizational policies and operational requirements.

Required Qualifications

• 5+ years of experience administering the Five9 platform within a contact center environment.

• Extensive experience supporting and administering Verint workforce engagement and contact center solutions.

• Advanced knowledge of Five9 platform administration, including outbound dialing, IVR configuration, routing, skills management, and reporting.

• Experience supporting Five9 API integrations and Salesforce connectivity.

• Strong understanding of cloud-based contact center technologies and VoIP environments.

• Experience troubleshooting platform configurations, integrations, and operational issues.

• Demonstrated ability to develop reports, dashboards, and performance analytics.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Excellent communication skills with the ability to translate technical concepts for non-technical stakeholders.

Preferred Qualifications

• Five9 certifications.

• Experience with 10DLC registration and call reputation management.

• Knowledge of TCPA, STIR/SHAKEN, Do Not Call (DNC), and other outbound dialing regulations.

• Experience implementing compliance tools, controls, and governance procedures within Five9.

• Experience supporting large-scale outbound contact center operations.