Junior Call Center Systems Administrator

**Location:** Austin, TX or Dallas, TX **Schedule:** 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 annually **Overview:** The 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 do:** * Administer 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 St