Manager, Contact Center Technology & Operations

Job overview

The Manager, Contact Center Technology & Operations role is listed in Fort Worth, TX, and compensation is not specified. The opportunity is with a nationwide financial services organization through CGS Business Solutions, an IT staffing and consulting firm. The manager leads implementation, optimization, and ongoing operation of a contact center platform, with a focus on Five9 and Salesforce integration. The role aligns technology and operations to support efficient experiences for customers and internal teams through dialer strategy, routing, reporting, automation, and cross-functional partnership.

What you'll do

• Lead implementation and management of Five9
• oversee its integration with Salesforce
• manage inbound, outbound, and blended dialer strategies
• design IVR, routing, and omnichannel workflows
• optimize Salesforce screen pops and call logging
• monitor service-level, call-handling, and conversion KPIs
• support reporting with Five9, Salesforce, and BI tools
• drive automation, AI, and call analytics improvements
• manage contact center administrators and vendor partners
• and partner with Sales, Operations, and Servicing teams.

What we're looking for

Skills & competencies

manager, contact center technology & operations

contact center

five9

salesforce integration

ivr

omnichannel workflows

dialer strategy

contact center kpis

fort worth tx

cgs business solutions

full-time

financial services

ai and call analytics

Work arrangement

• Weekend coverage required

Why this role

Requires 7+ years of contact center experience, hands-on Five9 experience, Salesforce integration experience, knowledge of dialer strategies and IVR, omnichannel experience, and understanding of contact center KPIs. Mortgage or financial services experience is listed; telephony and SIP/SBC knowledge is a plus.

About the employer

CGS Business Solutions is hiring for this role. Industry: Direct Health and Medical Insurance Carriers. Sector: 52.