Dialer Administrator

Job Description

Job Description

As a Dialer Administrator, you will provide day-to-day administration and support to analyze, troubleshoot, and develop operational functions of the Contact Center platform that include the Five9 dialer, ACD blending, Omnichannel functions, IVR scripting, and responding to tickets. You will assist with the development of Omnichannel, IVR, and dialer interaction for a high-volume contact center.

The position is responsible for developing a deep and comprehensive understanding of multiple platforms including predictive, preview, and automatic outbound dialing applications, inbound ACD (automatic call distribution), Omnichannel communication, call list management, and testing for compliance. There is a focus on creating efficiency and effectiveness in systems management and performance, blending strategy and customer experience technology.

Principal Duties :

Support development of the Five9 platform as an SME for inbound / outbound, Omnichannel strategies.

Support the daily list management process and load balancing from various CRM systems based on defined strategies to include omnichannel strategy analytics.

Establish a working relationship with internal and external business partners to resolve critical enhancements, performance and downtime issues impacting the contact center.

Develop expertise in the function and capabilities in multiple contact center systems.

Ensure system readiness each day of production reducing outages or delays to business processes.

Support the optimization outbound campaign technology attributes to ensure company and regulatory compliance.

Regular analysis of campaign results and call center KPI's to create optimization of existing strategies using the Five9 platform.

Support business growth with technology and strategy improvements in conjunction with company goals.

Monitor controls to ensure TCPA, state and federal regulatory guidelines while working with internal audit and compliance teams, including Ancora’s Media Compliance Handbook, when required.

Optimize call flows, ensuring adherence to defined company KPI's for both Customer Service and Sales.

Schedule flexibility, especially during the launch of new projects or the deployment of new software updates to the organization.

Develop expertise to create and establish improved agent experience opportunities with Five9 Omnichannel customer communication.

Standard Qualifications :

Awareness of omnichannel strategies for outbound contact to include IVR, SMS, Email, and Chatbot

Experience in Five9, Google, and basic ticketing systems

2 years of experience in a contact center environment; experience in customer service preferred 1 years of previous experience in a dialer administration / analyst / development role

Demonstrated knowledge and understanding of call center KPI metrics

Knowledge and understanding of call center compliance and controls TCPA, state and federal regulatory guidelines and Ancora’s Media Compliance Handbook

Excellent time management and organizational skills

Strategic and independent thinker

Strong problem-solving and analytical skills with attention to detail

Proficiency with Google suite

A solid work ethic, high integrity, positive attitude, and strong attention to detail