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Dialer Administrator

ikon technologies are a technology solutions company that provides innovative and customized services to Automobile dealers. Our mission is to help our clients achieve their goals by providing them with the solutions they need to stay ahead. We are constantly looking for ways to improve our offerings and provide the best possible experience to our customers.

We’re in search of a skilled and knowledgeable Dialer Administrator to oversee and optimize our cloud-based contact center software. The ideal candidate will boast a robust technical background, exceptional communication abilities, and a successful history of implementing, managing, and upholding telephony systems. As a Dialer Administrator, you’ll be pivotal in crafting and configuring contact center solutions, handling system integrations, conducting data analysis, and delivering technical support to end-users.

Responsibilities:
  • Design, execute, and sustain call center solutions within Five9 call platform preferred.
  • Configure and supervise inbound and outbound call campaigns, IVR, ACD, CTI, and other contact center functionalities.
  • Collaborate with Sales and Marketing to define call flows, scripts, and workflows to enhance customer experience and operational efficiency.
  • Monitor and dissect call center data to pinpoint trends, diagnose issues, and optimize performance.
  • Troubleshoot and resolve technical problems, including system integrations, network connectivity, and hardware concerns.
  • Oversee system security and compliance encompassing user access controls, data privacy, and regulatory adherence.
  • Develop training materials and provide technical assistance to end-users.
  • Continually assess new technologies and industry best practices to refine call center operations.
Requirements:
  • At least 2 years of hands-on experience designing, implementing, and managing contact center solutions.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
  • Robust technical proficiency in telephony, networking, and cloud-based technologies
  • Exceptional analytical and problem-solving skills, focused on data-driven decision-making.
  • Excellent communication and collaboration abilities, adept at working effectively with cross-functional teams.
  • Demonstrated capacity to manage multiple projects and priorities in a high-paced environment.
  • Experience with other call center platforms like Genesys, Avaya, or Cisco is advantageous (Certification as a Five9 Administrator preferred.)
Job Category: Operations
Job Type: Full Time
Job Location: Arlington TX

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