Telephony Administrator

• 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

• 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

Experience with Five9

• 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