Dialer Administrator

1. →Five9 Administration
   1. →Hands-on experience with Five9 Administrator Console (VCC).
   2. → Proficiency in managing Inbound/Outbound campaigns, ACG (Agent Campaign Groups), and Disposition settings.
   3. →Understanding of IVR and basic call flow
2. →SQL (Structured Query Language)
   1. →Ability to write complex SELECT queries, joins, and filters to extract raw data from Five9 or internal databases.
   2. →Experience with data cleaning and validating report accuracy via SQL.
   3. →Understanding of relational database schemas to assist in mapping Five9 data to business intelligence tools.
3. →Advanced Microsoft Excel
   1. →Mastery of VLOOKUP/XLOOKUP, Pivot Tables, and complex formulas.
   2. →Experience in Data Visualization: Creating charts and heatmaps that translate technical metrics into digestible business insights.

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.

• 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.