Dialer Administrator

Job OpeningsDialer Administrator

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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

Five9 Administration

• Hands-on experience with Five9 Administrator Console (VCC).
• Proficiency in managing Inbound/Outbound campaigns, ACG (Agent Campaign Groups), and Disposition settings.
• Understanding of IVR and basic call flow

SQL (Structured Query Language)

• Ability to write complex SELECT queries, joins, and filters to extract raw data from Five9 or internal databases.
• Experience with data cleaning and validating report accuracy via SQL.
• Understanding of relational database schemas to assist in mapping Five9 data to business intelligence tools.

Advanced Microsoft Excel

• Mastery of VLOOKUP/XLOOKUP, Pivot Tables, and complex formulas.
• 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.