The Director, Contact Center Operations, is the in-house call product expert who is passionate about contact rate optimization. The responsibilities of this role blend strategic and analytical skills with technical expertise in all things telephony. From recipe testing to monitoring industry trends, you will plan, develop, and direct the company’s telephony practices to align with overall business goals. You’ll work closely with cross-functional teams to optimize and scale our telephony solutions to meet evolving business needs. If you’re passionate about delivering cutting-edge telephony solutions and thrive in a collaborative environment, this is the role for you. This individual has the potential to oversee the entire Call Center product, and brings direct call center and Five9 experience that we hope will elevate our current team, operations, processes, and overall success. As an experienced manager, this individual would bring in a lot of experience not just on the tech side but as a people leader, too. This is an in-person role at our office in American Fork, UT. What you will do:  + Oversee, manage, and optimize our owned & operated telephony platform: + Recipe testing and internal platform architecture (speed to lead, dialing algorithm) + Create and test new recipes + Process filters: Manage recipe-assigning rules and split tests + Be responsible for managing telephony operations for optimal contact rates: + Revive leads using SQL + Improve scripts and conduct A/B testing + DID Optimization, weekly + Strategic operations administration & optimization: + Campaigns + Dispositions + Connectors + ANI Grouping + IVR + Own Five9 operations: + Troubleshooting issues + User management, reporting  Who you are The ideal candidate has extensive experience with VoIP, PBX systems, and telecommunication protocols, paired with a proactive approach to problem-solving.  + Self-starter, motivated, highly productive + Able to work autonomously + Data-driven, analytical, and strategic + Collaborative - able to work across departments + Great communicator - both written and verbal What makes you qualified: + 7+ years at a call center + 5+ years managing a dialer - specifically Five9 + Bachelor degree Compensation will be determined by factors including knowledge and skills, role-specific qualifications, and experience.   Life at Buyerlink: + Community Impact: Participate in our Service Days program, earning paid time off while making a significant impact in your community. + Global Community: Join a diverse team of professionals from around the globe and collaborate on projects that reshape industries. + Health and Well-being: Enjoy comprehensive health benefits designed to promote physical and mental well-being. + Professional Growth: We are dedicated to your career development, offering continuous learning opportunities to help you grow within One Planet. + Vibrant Culture: Delight in complimentary lunches and partake in exciting, team-oriented events that enrich your work-life experience. Who we are As a fully integrated technology platform, Buyerlink (https://buyerlink.com/)  simplifies online marketing, empowering businesses of all sizes to gain access to in-market locally-targeted consumer demand at scale.  As a One Planet Group (https://www.oneplanetgroup.com/)  company, we believe that businesses can thrive while making a positive impact on the world. Our values—integrity, innovation, and purpose—are at the core of everything we do. We’re dedicated to fostering an environment where team members feel supported, empowered, and inspired to achieve their goals. The types of Personal Information we may collect (directly from you or from Third Party-sources) and our privacy practices depend on the nature of the relationship you have with Buyerlink and the requirements of applicable law. We endeavor to collect information only relevant for the purposes of processing. By continuing, you agree to Buyerlink's privacy policy, which can be accessed here (https://www.buyerlink.com/Privacy/) .  Powered by JazzHR