CGS Business Solutions

Manager, Contact Center Technology & Operations

CGS Business Solutions  •  Fort Worth, TX (Onsite)  •  5 hours ago
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Job Description

At CGS Business Solutions, we’re dedicated to helping skilled IT and business professionals take the next meaningful step in their careers. Whether you're exploring project-based consulting roles or seeking a long-term position, we connect you with opportunities that align with your expertise, your goals, and your growth trajectory.

Backed by deep industry insight and our proven TalentFlow™ Framework, we ensure every role we present is thoughtfully matched to your skills, passions, and career ambitions. If you're ready for a role that challenges you and moves your career forward, we’re currently partnering with leading organizations to fill the following opportunity:

Position Summary

Our nationwide Financial Services is seeking a Contact Center Manager to lead the implementation, optimization, and ongoing operation of our contact center platform, with a primary focus on Five9 and its integration with Salesforce. This role is responsible for both technology and operational alignment, ensuring a seamless and efficient experience for customers and internal teams.

Key Responsibilities

  • Lead implementation and management of Five9 platform.
  • Oversee integration of Five9 with Salesforce.
  • Manage inbound, outbound, and blended dialer strategies.
  • Design IVR, routing, and omni-channel workflows.
  • Optimize Salesforce integration including screen pops and call logging.
  • Monitor KPIs such as SLA, call handling time, and conversion.
  • Support reporting using Five9, Salesforce, and BI tools.
  • Drive automation, AI, and call analytics improvements.
  • Manage contact center admins and vendor partners.
  • Manage vendor relationships including Five9.
  • Partner with Sales, Operations, and Servicing teams.

Qualifications

  • 7+ years contact center experience
  • Hands-on Five9 experience
  • Salesforce integration experience
  • Knowledge of dialer strategies and IVR
  • Experience with omni-channel environments
  • Strong understanding of contact center KPIs
  • Mortgage or Financial services experience
  • AI and call analytics tools
  • Telephony and SIP/SBC knowledge a big plus
  • BI tools like Tableau or Power BI

CGS Business Solutions is a nationally recognized leader in IT staffing and consulting, delivering top-tier talent across Applications, Cloud & Infrastructure, Cybersecurity, Data & AI, and Engineering. As a multi-year INC 5000 winner and one of California’s Best IT Recruitment Firms, we’re known for combining boutique-level service with enterprise-grade results.

We’re also proud to be named one of the Orange County Business Journal’s Fastest Growing Companies, earning the distinction for five consecutive years as we continue to expand into new markets across the U.S. Companies trust CGS to attract, engage, and retain elite technology talent—giving them the advantage they need to lead with confidence in a rapidly evolving digital landscape

CGS Business Solutions

About CGS Business Solutions

Why Partner with CGS Business Solutions?

We don’t just find people. We cultivate potential. CGS Business Solutions has built a reputation for identifying and engaging passive talent that transforms teams, drives innovation, and supports sustainable growth.

What sets CGS apart is not just our ability to find great people, but how we do it. Our TalentFlow™ Framework is engineered to align deeply with your strategic hiring goals. We go beyond resumes and job descriptions to uncover what truly matters—values, motivations, cultural fit, and long-term potential.

Our recruiters act as strategic consultants. We bring market intelligence, talent advisory, and competitive positioning to every search. Whether you're hiring for a senior technologist, niche architect, or a future leader, we help you navigate the talent landscape with precision and perspective.

We also understand that CGS is often the very first impression a candidate has of your company—and we take that responsibility seriously. From our first outreach to the final offer stage, we uphold and protect your brand with the utmost professionalism and care. Your reputation, culture, and mission are reflected in every interaction we have on your behalf.

Clients don’t just work with us once—they partner with us for years. That’s because we treat every search like a mission-critical initiative. We bring the same level of rigor, creativity, and urgency whether we’re filling a one-off position or helping build an entire department.

And for candidates? We act as trusted career guides, ensuring every interaction with your brand is intentional, informed, and inspiring.

Let us help you build a smarter, more strategic talent pipeline—one that supports both short-term impact and long-term vision. Reach out to CGS today and discover how passive recruiting, done right, creates lasting competitive advantage.

Who is CGS? Let's just say we are a 3-letter agency fighting, helping you win The War on Talent.

Industry
IT & Software
Company Size
51-200 employees
Headquarters
San Juan Capistrano, California
Year Founded
2010
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