Job Description

About the Company

Are you looking for an opportunity to work for a Company that has an unwavering commitment to excellence, transparency, and ethical business practices? Be a part of a team that focuses on providing personalized business debt relief and empowering businesses to regain financial stability. Coastal Debt Resolve is a leader in Business Debt Settlement with a dedication to delivering exceptional service and maintaining the trust and confidence of our clients. Our Company has earned a reputation for excellence and trustworthiness in the financial services industry. We are BSI ISO 9001:2015 certified and are BBB accredited, attaining an A+ rating.

About the Role

We are seeking a skilled and detail-oriented Dialer Administrator to manage, maintain, and optimize our Five9 cloud contact center platform. This role is essential to ensuring smooth and efficient contact center operations through the configuration of campaigns, user settings, and performance analysis. The ideal candidate brings deep knowledge of Five9, a strong understanding of call center metrics, and a proactive, solution-focused approach.

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).

Qualifications

• 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.
• Experience integrating Five9 with CRM systems (Salesforce, Zendesk, etc.) is preferred.
• Basic knowledge of scripting, APIs, or SQL is a plus.
• 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 Skills

• 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.

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