Contact Center Systems Manager

About the Role

One Park Financial is seeking a highly skilled Dialer Manager with deep experience in Amazon Connect (and ideally Five9) to oversee dialer operations, call flow optimization, and system performance across our high-volume contact center.

This role is crucial for improving efficiency, accelerating speed-to-transfer, and maximizing lead conversion. Our pre-qualification team is currently receiving a high volume of leads, yet call transfers are taking up to 5 minutes, a critical bottleneck we need to fix quickly.

The ideal candidate understands dialer logic, routing strategies, pacing rules, list management, data mapping, and integration workflows. You will work closely with Operations, Technology, and Leadership to ensure our dialer environment is performing at the highest level.

Key Responsibilities

Dialer Administration (Amazon Connect + Five9)

• Own all dialer configurations, routing strategies, pacing rules, calling profiles, and call flows.
• Optimize outbound and inbound workflows to reduce transfer times and increase agent productivity.
• Manage list loading, segmentation, policies, retries, and priority logic.
• Ensure accurate mapping, data flows, lead ingestion, and system integrations.
• Troubleshoot dialer issues, errors, routing failures, and performance anomalies.

Call Flow Optimization

• Analyze call paths, IVR logic, queue logic, and agent routing to eliminate bottlenecks.
• Implement enhancements that shorten transfer times and improve customer experience.
• Collaborate with engineering/IT to adjust or develop new call flow automations.

Monitoring & Reporting

• Track dialer KPIs including transfer time, connection rate, penetration rate, pacing accuracy, abandonment, and overall system efficiency.
• Produce performance dashboards, daily reporting, and executive updates.
• Conduct root-cause analysis on delays, dialer failures, or list performance issues.

Collaboration & Communication

• Partner with Operations and Sales to align dialer strategy with business goals.
• Recommend improvements to strengthen dialer throughput, productivity, and conversion.
• Communicate system changes, updates, and performance insights to leadership and cross-functional teams.

Compliance & Quality

• Ensure dialer operations comply with company policies and relevant regulations.
• Maintain dialer stability, uptime, and data accuracy across systems.

Requirements:
• Proven experience as a Dialer Manager or similar role in a call center environment.

• Required: Hands-on expertise with Amazon Connect (dialer setup, call flows, routing, list management).
• Five9 experience strongly preferred.
• Ability to configure, manage, and optimize dialer logic end-to-end.
• Strong analytical and troubleshooting skills.
• Experience working with operations, IT, and sales teams.
• Advanced Excel and data analysis capabilities.
• Strong communication skills; able to explain technical issues to non-technical stakeholders.
• Detail-oriented, organized, and able to manage multiple priorities.
• Bilingual — English & Spanish.

Benefits:
• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.