Senior Manager - Dialer Operations

About Goosehead Since 2003, Goosehead Insurance has been disrupting the insurance industry by giving clients the power of choice, utilizing a smarter marketing approach, and delivering world-class service.

This is all powered by our focus on hiring and retaining extraordinary people.

Our clients trust us with their most valuable possessions, so we're more than just a bit selective when it comes to hiring new team members.

Job Summary The Manager of Five9 Dialer Operations is a pivotal role responsible for the expert-level configuration, administration, and optimization of the Five9 cloud contact center platform, with a strong emphasis on high-volume outbound dialing.

This role ensures efficient, compliant, and high-performing outbound campaigns that maximize agent productivity and call connect rates.

The ideal candidate will have at least 3 years of hands-on Five9 experience, advanced technical acumen, and a deep understanding of regulatory compliance and data integrity in outbound sales environments.

Principal Duties and Responsibilities * Configure and manage complex Five9 dialer campaigns, including predictive dialing, call routing, and IVR flows.

* Maintain and optimize local presence dialing and number rotation strategies.

* Administer Five9 modules, including Workforce Optimization and Analytics.

* Manage large-scale call lists and ensure data accuracy and compliance.

* Monitor real-time and historical performance data to generate reports, drive insights, and optimize outbound campaign performance.

* Owns system reliability, and ensures regulatory compliance: TCPA, STIR/SHAKEN (Secure Telephony Identity Revisited / Signature-based handling of Asserted information using toKENs), effective performance measurement.

* Perform platform troubleshooting, maintenance, upgrades, and configuration testing to ensure Five9 system reliability.

* Collaborate with Sales, Compliance, and IT teams to align Five9 usage with business goals.

* Create advanced reports and visualizations for performance tracking and decision-making.

* Demonstrate expertise in cloud-based systems, CRM platforms, and integration management.

* Works with cross-functional teams to ensure cohesive system integration and business alignment.

* Develops structured, scalable dialer strategies that align with company goals and regulations.

Experience and Education * Bachelor's degree in IT, Computer Science, or related field (or equivalent professional experience). * Minimum 3 years of experience managing high-volume outbound campaigns in Five9.

Required Skills and Abilities * Advanced knowledge of the Five9 platform, including IVR, dialer rules, and analytics.

* Proficiency in Five9 API integrations and CRM (Salesforce) connectivity.

* Experience with VoIP systems and call branding platforms.

* Strong data analysis capabilities using Five9 reporting tools.

* Ability to create complex reports and predictive analytics dashboards.

* Deep understanding of TCPA, STIR/SHAKEN, and DNC regulations.

* Experience implementing compliance tools and procedures within Five9.

* Strong interpersonal skills to work across departments.

* Ability to translate technical concepts for non-technical stakeholders.

Preferred Qualifications: * Five9 certifications.

* Experience with 10DLC registration and call reputation management.

Benefits Summary * High-quality voluntary health, vision, disability, life, and dental insurance programs * 401K Matching Plan * Employee Stock Purchase Plan * Paid holidays, vacation, and sick leave * Corporate-sponsored programs to enhance employee physical, financial, mental, and emotional wellness * Financial Solution Program Equal Employment Opportunity: Goosehead is an equal-opportunity employer and complies with all applicable federal, state, and local laws, rules, guidelines, and regulations.

Goosehead strictly prohibits and does not tolerate unlawful discrimination against employees, applicants, or any other covered person because of race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender, gender identity, transgender status, age, physical or mental disability, veteran status, uniformed service, genetic information, or any other characteristic protected by applicable law.

All applicants for employment and all Goosehead employees are given equal consideration based solely on job-related factors, such as qualifications, experience, performance, and availability.

To learn more about our job opportunities, apply here.

We look forward to speaking with you!