Technical Support Consultant

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Develop, set up, and manage outbound campaigns in Five9 (Preview, Power, Progressive).

• Track daily campaign KPIs, identifying performance issues and implementing solutions.

• Resolve dialer, routing, and agent configuration issues in real time.

• Implement and uphold branded caller ID, call masking, and spam prevention (using 448 Connect, OutboundIQ, Numeracle).

• Lead client review meetings in a prepared and professional manner, ensuring follow-up on action items.

• Maintain client delivery within the agreed-upon hours and profit margins.

• Take responsibility for client success by developing effective strategies and solutions to enhance client performance, managing projects to completion, and achieving measurable improvements in client metrics.

• Provide proactive advice on connect rate strategies, pacing logic, and lead management.

• Conduct daily internal project reviews to monitor progress, ownership, and accountability.

• Document configurations, workflows, and processes for knowledge sharing.

• Assist with auxiliary systems (Retriever, OutboundANI, Salesforce, RingCentral).

• Test and perform quality assurance on new campaigns or configurations prior to launch.

• Serve as the primary point of contact for assigned clients, fostering trust and addressing issues before they escalate.

⛳️ Requirements

• 5+ years of practical experience in CCaaS (Five9 is highly preferred).

• Strong understanding of outbound dialing logic, pacing, and campaign optimization.

• Demonstrated ability to troubleshoot telephony issues (routing, agents, softphones).

• Familiarity with TCPA regulations, caller ID branding, and spam prevention techniques.

• Excellent communication skills, capable of translating technical information into client-friendly language.

• Experience in BPO or multi-site contact centers is preferred.

🏝️ Benefits

• Competitive salary package.

• Opportunities for professional growth and development.

• Collaborative and dynamic work environment.

• Comprehensive health and wellness benefits.