[Hiring] Call Center Technology Administrator @Velocity Clinical Research

Role Description

The Call Center Technology Administrator is responsible for the design, administration, reliability, and optimization of enterprise call center technology supporting high-volume inbound and outbound operations. This role owns the Dialpad Contact Center platform end-to-end, including:

• Telephony configuration
• Outbound dialing strategies
• CRM/CTMS integrations
• Compliance controls
• System uptime

The ideal candidate is highly technical, operationally focused, and experienced in regulated, performance-driven contact center environments. This role is platform-centric rather than agent-centric, focused on scalability, availability, compliance, and enterprise performance rather than day-to-day agent metrics.

Responsibilities

• Telephony Platform Ownership & Execution
  • Ensure seamless execution of inbound (IB) and outbound (OB) telephony campaigns to maximize contact efficiency, reliability, and overall PERC Center performance.
  • Own, build, and maintain Dialpad Contact Center configurations, including:
    • IVR call flows and intelligent call trees
    • Skills-based routing, department queues, and main lines
    • Business hours, after-hours coverage, and holiday schedules
    • Call recording, AI, and voice configurations
  • Maintain high system availability and performance, proactively monitoring capacity and traffic patterns.
• Dialpad System Administration (Inbound & Outbound)
  • User & Access Management
    • Provision users, manage licenses, roles, and permissions.
    • Enforce role-based access controls and conduct periodic access reviews.
  • Call Routing & IVR
    • Design and optimize IVR flows and routing logic to support high-volume traffic and operational efficiency.
  • Department & Office Configuration
    • Configure offices, departments, business hours, and escalation paths.
  • CRM / CTMS Integration
    • Administer and maintain integrations between Dialpad and CRM/CTMS platforms (e.g., Salesforce, Zendesk).
    • Ensure reliable call logging, dispositions, contact outcomes, and source tracking.
    • Maintain strong data hygiene and integration integrity.
  • Outbound Dialer Strategy & Compliance
    • Configure and manage outbound dialing strategies (predictive, preview, progressive).
    • Own list management processes, including uploads, segmentation, retry rules, and data scrubbing.
    • Optimize dialer pacing, answer detection, concurrency limits, and abandonment controls.
    • Ensure strict compliance with all telemarketing and data protection regulations, including:
      • TCPA, FDCPA, and Do Not Call (DNC) requirements
      • Recording consent and AI-driven PII redaction
      • Campaign-level compliance configurations and auditability
  • Enterprise Performance Monitoring & Reliability
    • Monitor platform-level and enterprise contact center health, including:
      • Queue performance and traffic patterns
      • System latency, call quality, and uptime
      • Dialer throughput, concurrency limits, and capacity utilization
    • Develop and maintain enterprise operational dashboards and real-time wallboards focused on:
      • SLA adherence and service availability
      • Abandonment trends and backlog risk
      • System performance and stability indicators
    • Identify performance risks and recommend configuration or architectural improvements.
  • Incident Management & Vendor Escalation
    • Serve as Tier 1 / Tier 2 technical owner for telephony-related incidents.
    • Coordinate incident response, troubleshooting, and recovery for:
      • Voice quality issues
      • Connectivity failures
      • Dialer or routing disruptions
    • Manage vendor escalations with Dialpad and integration partners.
    • Conduct root cause analysis (RCA) and document corrective and preventive actions (CAPA).
    • Track incidents and trends to drive long-term stability improvements.
  • Security, Privacy & Compliance
    • Enforce security, privacy, and compliance configurations across all call center technologies.
    • Ensure alignment with HIPAA, GDPR, and internal security policies.
    • Maintain audit trails, access reviews, recording policies, and system documentation.
    • Partner with compliance, legal, and IT teams during audits and reviews.
  • Platform Enablement & AI Capabilities
    • Configure and maintain Dialpad AI features, including:
      • AI Playbooks
      • Live Coach Cards
      • Call summaries and transcription settings
    • Provide platform training and technical guidance to supervisors and agents on Dialpad usage and best practices.
    • Document standard operating procedures and troubleshooting guides.

Qualifications

• 3+ years of experience as a Call Center Technology Administrator, Dialer Administrator, or Contact Center Systems Administrator.
• Strong expertise with Dialpad Contact Center (Support/Sell) or comparable cloud contact center platforms.
• Deep understanding of inbound/outbound call routing, IVR design, and dialer logic.
• Hands-on experience with TCPA, DNC management, and outbound compliance controls.
• Proven ability to troubleshoot VoIP, call quality, and platform performance issues in high-volume environments.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Experience integrating contact center platforms with CRM/CTMS systems (Salesforce, Zendesk, HubSpot).
• Background in cloud-based contact center architectures.
• Knowledge of SIP, VoIP networking, WebRTC, and telephony infrastructure.
• Experience supporting regulated healthcare, research, or financial services environments.

Benefits

• Medical, dental and vision insurance
• Paid time off and company holidays
• 401(k) retirement plan with company-match
• Annual incentive program