Location: Austin, TX or Dallas, TXSchedule: Monday–Friday (Occasional on‑call and after‑hours support may be required based on business needs)Work Arrangement: Fully On‑Site (Up to 10% travel may be required)Compensation: $70,000–$80,000 annuallyOverviewThe Junior Call Center Systems Administrator supports the administration, configuration, and optimization of Five9 and other CCaaS platforms, including integrations with Salesforce and enterprise applications. This role assists with maintaining IVRs, queues, call flows, and SMS/chat channels, provides frontline user support and troubleshooting, and helps monitor and improve call center campaigns and workflows to ensure efficient operations and strong agent productivity.What You'll DoAdminister and configure Five9 and other call center platforms, including integrations with Salesforce and enterprise applications.Maintain and optimize IVRs, call queues, campaigns, dialing strategies, SMS/chat channels, communication workflows, call routing, agent skills, and campaign priorities to support daily operations.Manage user provisioning, role assignments, phone numbers, and messaging flows while ensuring secure, efficient system access.Monitor and fine‑tune call pacing, system performance, and platform reliability to maximize productivity, improve connect rates, minimize dropped calls, and troubleshoot issues, escalating when needed.Resolve call center agent system issues while providing exceptional customer service and support to end users and stakeholders.Administer and support additional company phone systems to ensure reliable customer service and internal communications.Maintain expertise across supported call center platforms and integrations, collaborating with the Enterprise Applications team to enhance Salesforce connectivity, platform performance, automation, and the overall agent experience.Contribute to system improvement projects, document Standard Operating Procedures (SOPs), create user guides, and ensure compliance with data security, privacy, regulatory, and operational standards.Qualifications1‑2 years experience supporting or administering Call Center platforms, preferably Five9 or similar Call Center as a Service (CCaaS) platformsAssociates or Bachelor's degree in information technology, computer science, or related field.Equivalent experience may be consideredHands‑on experience with IVR configuration, call routing, and real‑time monitoringWorking knowledge of dialer configurations and list managementProven ability to support call center systems, troubleshoot issues, and implement fixesAbility to work collaboratively in a team environment and across departmentsStrong analytical, problem‑solving and organizational skills and customer service orientationStrong communication skills with the ability to translate technical concepts for non‑technical stakeholdersPreferred QualificationsFive9 or other CCaaS Certified administrator or similar certificationsExperience supporting or working in a high volume call center environmentProficiency with Five9 studio including scripting, IVR design and campaign configurationUnderstanding of Salesforce or similar CRM platforms and their integrations with call center technologiesExperience with other CCaaS platforms (e.g. Genesys, NICE InContact, Talkdesk)Experience administering Mitel Cloud or other cloud based VOIP systemsDocumentation skills including SOPs, technical guides, and training materialsBenefits & PerksMedical, Dental, Vision, HSA, Life Insurance, Disability Coverage, and Pet Insurance401(k), Employee Assistance Program (EAP), UHC Rewards, Rally Health, and One Pass SelectPaid professional development, leadership training, and relocation opportunities nationwide80 hours of PTO, 6 paid holidays, and Volunteer Paid Time Off (VPTO)#J-18808-Ljbffr