Dialer Administrator jobs in United States
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Coastal Debt Resolve · 2 months ago

Dialer Administrator

positionFort Lauderdale, FL
timeFull-time
remoteOnsite
senioritySenior Level
date5+ years exp

Coastal Debt Resolve is a leader in Business Debt Settlement, committed to excellence and ethical practices. They are seeking a skilled Dialer Administrator to manage and optimize their Five9 cloud contact center platform, ensuring efficient operations and performance analysis.

CreditDebt CollectionsFinancial Services
Hiring Manager
Jeanne L.
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Responsibilities

• Administer and support the Five9 platform, including configuration, updates, and troubleshooting
• Build and maintain inbound and outbound campaigns, IVRs, call flows, skills, and dispositions
• Manage and create user accounts, roles, permissions, and softphone configurations
• Create and analyze reports and dashboards using Five9, Salesforce, Excel, and other reporting tools
• Collaborate with operations and training teams to optimize campaign performance and agent workflows
• Identify and resolve technical and performance issues impacting end-user experience
• Work directly with Five9 support for issue escalation and resolution
• Provide user training and develop documentation for internal procedures and platform best practices
• Maintain data accuracy across lead lists, DNC lists, DNIS assignments, and call recordings
• Ensure compliance with internal policies and industry regulations (e.g., TCPA, HIPAA where applicable)

Qualification

Five9 administrationContact center metricsCRM integrationAnalytical skillsMultitaskingScripting knowledgeSQL knowledgeReporting toolsInterpersonal skillsProblem-solving skillsCommunication skills

Required

5+ years of experience administering Five9 or a comparable contact center platform
Strong understanding of predictive, power, and preview dialing modes
Familiarity with contact center KPIs, reporting metrics, and campaign performance analysis
Excellent analytical, troubleshooting, and problem-solving abilities
Strong interpersonal and communication skills
Ability to multitask and manage shifting priorities in a fast-paced environment

Preferred

Experience integrating Five9 with CRM systems (Salesforce, Zendesk, etc.) is preferred
Basic knowledge of scripting, APIs, or SQL is a plus
Five9 Admin Console
Salesforce (or equivalent CRM platforms)
Microsoft Excel / Google Sheets
Reporting tools such as Power BI or Tableau (if applicable)
Familiarity with call recording software, voice analytics, or workforce management solutions is a plus

Company

Coastal Debt Resolve

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Coastal Debt Resolve provides credit counseling, debt settlement, and financial crisis management services for individuals and businesses.
dateFounded in 2020
location
Fort Lauderdale, Florida, USA
people-size51-200 employees
web-link
https://coastaldebt.com/

Funding

Current Stage
Growth Stage

Leadership Team

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Tatiana Reyes
Chief Marketing Officer
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Company data provided by crunchbase