Contact Center Administrator

Contact Center Administrator

DSI, a Dallas-based sales enablement company, has an immediate opportunity for an analytical Contact Center Administrator to support and expand the capabilities of our sales call center(s).

As the Contact Center Administrator, you will own the day-to-day operational administration of our call center platform and user management of related user applications for our sales call center team. You will be responsible for system configuration and user management based on best practices and business requirements, provide specialized expertise around products and implementation, and analyze performance metrics.

This position will report through our Systems Operations team and requires daily collaboration with senior level call center management (including international centers).

This is a remote opportunity; candidates must reside in the United States.

About DSI

Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutionsall designed to drive growth and operational efficiency.

At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of marketsincluding mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Unitsempowering our sales partners to uncover new opportunities and maximize their potential.

Responsibilities

• Manage Contact Center Software and tools efficiently (i.e. CXone User Hub, ACD, IVR, Performance Management)
• Become a SME (subject matter expert) in products, processes, and systems used by contact center users
• Own technical configuration of system as required including new product rollout and adoption
• Analyze IVR routing to ensure proper destination and outcomes
• Provide business analysis, business area assessment, user needs analysis
• Regularly review and refine dashboard reporting and performance management for consistency and clarity
• Ensure managerial users can access, comprehend, and utilize platform tools including Performance Management, Quality Management, and Interaction Analytics or equivalent applications
• Identify campaign process and performance gaps and collaborate with leadership and center management to develop action plans based on findings
• Work cross functionally with call center management to evaluate KPIs and performance at the team and individual level
• Troubleshoot issues and outages and submit support cases as needed
• Communicate new / revised processes and changes to team; ensure understanding of information and implementation of process / changes