Senior Contact Center Systems Administrator (Five9, CRM, AI & Integrations)

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: TYPE OF WORK

Full Time

: SALARY

$5+ Per Hour + Monthly Performance Bonus

: HOURS PER WEEK

40

: DATE UPDATED

Jul 10, 2026

JOB OVERVIEW

Senior Contact Center Systems Administrator (Five9, CRM, AI & Integrations)

Full-Time | Remote | Performance Bonuses | Long-Term Opportunity**

About the Role

We are seeking an experienced Senior Contact Center Systems Administrator to own and optimize our contact center technology infrastructure.

This role is responsible for implementing, administering, and supporting our contact center platforms, CRM systems, AI solutions, omnichannel communications, integrations, workflow automation, and internal IT operations.

The ideal candidate has hands-on experience with Five9, cloud contact center platforms, dialers, CRM administration, API integrations, AI-powered contact center solutions, and omnichannel customer engagement technologies including voice, SMS, email, and live chat.

You will work closely with leadership and operations teams to support our growing BPO and Virtual Assistant business while helping build a scalable, modern customer experience technology stack.

What You'll Do

Contact Center Administration

* Administer and optimize Five9 and other cloud contact center platforms
* Configure inbound, outbound, blended, predictive, progressive, and power dialer campaigns
* Manage IVRs, call routing, queues, skills, dispositions, workflows, and reporting
* Configure users, permissions, call recording, and quality management systems
* Troubleshoot telephony, VoIP, routing, and platform issues
* Support system implementations, migrations, and upgrades

Omnichannel Communications

* Configure and support voice, SMS, email, live chat, web chat, and messaging channels
* Build and maintain omnichannel customer journeys
* Configure routing rules, SLAs, automations, and escalation workflows
* Integrate communication channels with CRM and reporting platforms
* Support future channel expansion initiatives including WhatsApp and other messaging platforms

CRM Administration & Automation

* Administer CRM platforms and business applications
* Configure lead routing, workflows, automations, pipelines, and reporting
* Manage user permissions and system configurations
* Ensure data integrity across systems
* Optimize operational workflows through automation and process improvements

API Integrations & Development

* Build and maintain integrations between Five9, CRM platforms, AI solutions, and third-party applications
* Work with APIs, webhooks, and automation platforms to streamline business processes
* Troubleshoot integration and data synchronization issues
* Develop custom workflows and automation solutions
* Support reporting, analytics, and operational dashboards

AI & Contact Center Innovation

* Implement and support voicebots and conversational AI solutions
* Configure Agent Assist and Supervisor Assist technologies
* Support automated QA, speech analytics, sentiment analysis, and coaching tools
* Evaluate and deploy AI solutions that improve customer experience and operational efficiency
* Identify automation opportunities across contact center and back-office operations

Internal IT Support

* Provide technical support to employees and contractors
* Support user onboarding and offboarding
* Troubleshoot hardware, software, networking, telephony, and SaaS platform issues
* Manage user accounts, permissions, and access controls
* Maintain system documentation and standard operating procedures

Success Metrics

Success in this role will be measured by:

* Contact center uptime and reliability
* Successful implementation of systems and integrations
* AI adoption and automation improvements
* CRM and workflow optimization
* Reduced support tickets and operational issues
* Improved system performance and user satisfaction
* Increased operational efficiency across the organization

Requirements

* 3+ years of experience administering Five9 or similar cloud contact center platforms
* Experience with inbound and outbound contact center operations
* Experience configuring dialers, IVRs, call routing, queues, skills, and workflows
* Strong CRM administration experience
* Experience working with APIs, webhooks, and integrations
* Experience supporting remote teams and cloud-based environments
* Strong troubleshooting and problem-solving skills
* Excellent communication and documentation skills

Preferred Experience

### Contact Center Platforms

* Five9
* NICE CXone
* Genesys Cloud
* Talkdesk
* RingCentral Contact Center

CRM & Business Systems

* Salesforce
* HubSpot
* Zoho CRM
* Microsoft Dynamics
* GoHighLevel

Omnichannel & CX Platforms

* LiveChat
* Intercom
* Zendesk
* Twilio
* WhatsApp Business
* SMS and Messaging Platforms

Automation & Integration Tools

* Zapier
* Make
* n8n
* Workflow automation platforms

Technical Skills

Experience with some combination of:

* REST APIs
* Webhooks
* JSON
* SQL
* Python
* JavaScript
* System integrations
* Workflow automation
* Cloud-based SaaS platforms

AI Experience Preferred

Experience with one or more of the following:

* Voicebots
* Conversational AI
* Agent Assist
* Supervisor Assist
* Automated QA
* Speech Analytics
* Sentiment Analysis
* AI Coaching Platforms
* OpenAI
* Claude
* ElevenLabs
* Retell AI
* Bland AI
* Synthflow
* Vapi

Technical Requirements

* Reliable high-speed internet connection
* Backup internet solution (mobile hotspot, pocket WiFi, or secondary ISP)
* Backup power solution (UPS, power station, generator, or equivalent)
* Professional remote work environment
* Modern computer capable of supporting multiple enterprise applications

Compensation & Opportunity

* Full-time remote position (40 hours per week)
* Long-term opportunity
* Competitive compensation based on experience
* Performance-based bonuses
* Direct collaboration with leadership
* High-impact role with significant ownership and autonomy
* Opportunity to build and scale enterprise-grade contact center, CRM, AI, and automation infrastructure

To Apply

Please include:

1. Summary of your Five9 and contact center platform experience
2. CRM systems you have administered
3. Examples of integrations, automations, or development projects you have completed
4. Experience with APIs, webhooks, and workflow automation
5. Experience with AI tools such as voicebots, Agent Assist, Supervisor Assist, or automated QA

SKILL REQUIREMENT

CRM IT Systems Administration

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Senior Contact Center Systems Administrator (Five9, CRM, AI & Integrations)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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