Resolutions Lead

📋 Description

• Own admin and optimization of the Five9 collections dialer across internal and third-party ops.
• Develop outbound dialing strategies to maximize contact rates and recovery.
• Manage dialer campaigns, routing, pacing, suppression, and segmentation.
• Monitor dialer and agent performance to improve productivity and contact rates.
• Ensure TCPA, FDCPA, and other dialing regulations compliance.
• Build and maintain dashboards and KPIs for dialer performance and campaigns.

🎯 Requirements

• 3+ years managing or administering a Five9 collections dialer environment.
• Strong understanding of collections ops, outbound dialing, and contact center workflows.
• Experience with predictive, progressive, preview, and blended dialing strategies.
• Experience integrating AI agents with human agents in dialing campaigns.
• Familiarity with TCPA, FDCPA, and regulatory requirements for dialing operations.
• Experience supporting high-volume contact center or collections environments.

🎁 Benefits

• Remote-first culture; work from anywhere in the country.
• Health care coverage for you and dependents.
• Flexible Spending Wallets for tech, food, and lifestyle needs.
• Generous vacation and holiday schedules to rest and recharge.
• ESPP - Employee Stock Purchase Plan with employer contributions.