Spark Energy, L.P.

Dialer and Systems Administrator (NICE CXOne)

Company: Spark Energy, LLC

Title: Dialer and Systems Administrator (NICE CXOne)

FLSA Status: Exempt

Via Renewables was founded as Spark Energy in 1999 in Houston, Texas, and quickly became one of the pioneers of the retail energy industry. Since then, it has been established as one of the most dependable and trusted electricity providers and natural gas companies in the country, serving customers in 102 utilities across 20 states.

JOB SUMMARY
The Dialer and Systems Administrator is responsible for overseeing the day-to-day functionality, maintenance, and optimization of customer contact systems, with a strong focus on dialer technologies and customer engagement platforms. This position ensures the seamless operation of communication tools across departments, supports internal users, and facilitates workflow improvements. Experience with NICE CXOne is required, along with the ability to manage multiple system configurations, troubleshoot complex technical issues, and partner with sales, marketing, and customer care to deliver consistent performance and productivity outcomes.

MINIMUM REQUIREMENTS

• Required: 2+ years of experience with NICE CXOne
• Required: Familiarity with scripting tools, Studio, and WFM modules
• Required: 2+ years of hands-on experience administering dialer platforms and contact center systems

SUMMARY OF ESSENTIAL JOB FUNCTIONS

• Serve as system owner for dialer platforms and contact center software, including NICE CXOne
• Manage user profiles, access controls, and dialer campaign configurations to support outbound calling strategies
• Design and maintain call flows, IVRs, and routing logic that align with business needs and enhance customer interaction
• Build and maintain general dialer strategy including call campaigns, and inbound and outbound skills
• Build and distribute performance dashboards and operational reports from system data.
• Conduct regular audits of system functionality and collaborate with vendors to resolve issues
• Provide onboarding support and training to users on system features, updates, and best practices
• Liaise with stakeholders across sales, customer care, and IT to align system use with operational priorities
• Coordinate system upgrades, feature rollouts, and testing in production and test environments
• Document system architecture, usage policies, and process changes to maintain transparency and compliance
• Actively monitor systems for performance, uptime, and adherence to regulatory standards

MINIMUM REQUIREMENTS

• Required: 2+ years of experience with NICE CXOne
• Required: Familiarity with scripting tools, Studio, and WFM modules
• Required: 2+ years of hands-on experience administering dialer platforms and contact center systems
• Preferred: Associate’s or Bachelor’s degree in Information Systems, Computer Science, or related field preferred
• Working knowledge of outbound dialer logic, system reporting, and voice platform integrations
• Strong troubleshooting ability and comfort working with cloud-based applications and APIs
• Capable of translating business needs into technical configuration and reporting outputs
• Organized, detail-oriented, and capable of managing multiple concurrent projects
• Excellent communication skills and a collaborative mindset
• Self-starter with the ability to work independently in a high-paced, goal-driven environment

ABILITIES REQUIRED
Ability to meet highest attendance requirements
Ability to handle multiple tasks concurrently
Ability to use personal computer, calculator, etc.
Could involve some lifting up to 20 pounds
Ability to sit for extended periods of time without much movement
Ability to work in time-sensitive environment with non-flexible deadlines
All candidates must have the ability to speak, read and write English

Via Renewables is an equal opportunity employer.

“We are currently managing our staffing needs internally. Please, no recruiting firm or staffing firm candidates._ Consideration will not be given to candidates who have not directly completed an employment application. We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes. We are not adding to our limited list of currently approved vendors. Please refrain from contacting us or any employees regarding staffing or recruitment opportunities.”_

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• Monday to Friday

Work Location: Remote