- Advise on contact center best practices for progressive dialer balancing, queue management, and capacity optimization
- Provide operational guidance on telephony decisions and their business impact
- Design supervisor dashboards and metrics to improve dialer performance and agent productivity
- Configure and optimize IVR scripts, call routing, and business hours automation across 12 teams
- Manage progressive dialer configuration and performance tuning
- Maintain Salesforce integration with Five9 for call disposition, outbound sync, and inbound case creation
- Handle day-to-day telephony support requests and troubleshoot issues
Salesforce