[Hiring] Telephony Administrator @Aledade

Role Description

The Telephony Administrator will provide critical day-to-day support in maintaining and optimizing our contact center systems, with a focus on Five9 and outbound dialer functionality. This role will work under the guidance of the Telephony Manager and serve as a hands-on resource for campaign setup, troubleshooting, agent support, and telephony-related tasks across multiple teams.

• Build, configure, and maintain outbound dialer campaigns in Five9 (Preview, Power, and Progressive).
• Support implementation of call strategies across voice, SMS, and email channels.
• Monitor campaign performance and KPIs daily, flagging issues or trends to the Telephony Manager.
• Handle technical troubleshooting related to call routing, dispositions, softphone setup, and agent-level issues.
• Execute and maintain call masking, branded caller ID, and spam mitigation protocols via partners such as TNSI and Numeracle.
• Assist with number registration and DNC compliance, including managing National and State Do Not Call lists.
• Coordinate with Workforce Management, QA, and Operations to ensure dialer setup supports staffing and performance goals.
• Document configurations, call flows, and processes to support consistent execution and knowledge sharing.
• Provide basic admin support across additional systems such as NICE inContact, RingCentral, or Twilio, as needed.
• Assist in user provisioning and deactivation for telephony platforms, ensuring correct roles, permissions, and access for agents and supervisors.
• Participate in testing and QA of new dialer campaigns, call flows, or system changes before deployment to ensure functionality and minimize disruptions.
• Other duties as assigned.

Qualifications

• Bachelor’s Degree or equivalent experience.
• 5+ years of experience supporting CCaaS platforms (Five9 highly preferred).
• Strong troubleshooting and support skills for telephony systems and contact center tech.
• Familiarity with outbound dialing logic, campaign pacing, call dispositions, and IVR functionality.
• Understanding of TCPA, caller ID branding, and spam flag prevention best practices.
• Comfortable working with cross-functional teams and clearly communicating technical details.
• Experience in a healthcare, compliance-driven, or multi-site contact center environment.

Preferred Qualifications

• Experience with Five9.

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles.
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners.
• Robust time-off plan (21 days of PTO in your first year).
• Two paid volunteer days and 11 paid holidays.
• 12 weeks paid parental leave for all new parents.
• Six weeks paid sabbatical after six years of service.
• Educational Assistant Program and Clinical Employee Reimbursement Program.
• 401(k) with up to 4% match.
• Stock options.
• And much more!