Operations System Administrator

Prosper • Phoenix, AZ

3d

About The Position

Prosper is seeking a flexible, detail-oriented professional with experience managing both inbound and outbound contact center systems across multiple lines of business, including sales, service, investor, credit risk, and collections. As part of the Communications Channels team, this role will be responsible for acquiring, configuring, and routing toll-free numbers (TFNs), administering dialer platforms, and optimizing overall voice channel operations.

The ideal candidate brings hands-on experience designing call and work routing strategies, developing outbound calling campaigns, and managing performance against key KPIs, while ensuring compliance across teams and functions. This role will rely heavily on cross-functional collaboration to forecast call volumes and workflows, and to support interval staffing and scheduling decisions that sustain aggressive performance targets.

Requirements

• Bachelor's degree preferred
• 6 months+ experience as a Dialer Administrator or in a similar contact center role
• Knowledge of standard call center applications and systems, including IVR, ACD, and dialer technologies
• Work collaboratively with internal and external organizations and business partners
• Multi-tasker with strong attention to detail
• Strong analytical, reasoning, and reporting skills
• Ability to work a flexible schedule to meet business and workgroup needs
• Demonstrated success working in a fast-paced, dynamic work environment

Nice To Haves

• Experience with NICE’s CXone or LiveVox platform preferred

Responsibilities

• Oversee the relationship with NICE cloud-based contact center vendor (CXone/LiveVox)
• Manage dialer/IVR software upgrades and integrations with other systems
• Conduct regular maintenance/updates to ensure systems are running smoothly
• Vet and test the connection of CXone/LiveVox with various platforms used to service the contact center (e.g., call recording software)
• Support real-time monitoring and routing practices along with communication channels in the operations centers to ensure dynamic management of service levels
• Create call scripts that use smart routing and data from internal data sources to ensure minimal dials by customers to arrive at the correct Prosper department
• Manage and maintain all outbound calling systems and settings
• Optimize dialing lists, campaign schedules, and call routing based on business requirements
• Implement and manage call recording, monitoring, and reporting functionalities
• Collaborate with Legal & Compliance teams to ensure contact strategies comply with all applicable laws, regulations, and company policies including audit support

Benefits

• The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
• The opportunity to work in a fast-paced environment with experienced industry leaders
• Flexible time off, comprehensive health coverage, competitive salary, paid parental leave
• Wellness benefits including access to mental health resources, virtual HIIT and yoga workouts
• A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees