Senior Telephony Administrator
Aledade, Inc.
full-time
Posted on:
Location Type: Remote
Location: Virginia • United States
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Job Level
About the role
- Build, configure, and maintain outbound dialer campaigns, including pacing, dispositions, campaign logic, and list strategies.
- Monitor campaign performance and telephony KPIs, identifying issues or trends and escalating findings to Telephony leadership as needed.
- Own and oversee SIP trunk configurations, carrier integrations, and call routing changes under the direction of Telephony leadership.
- Execute and maintain call masking, branded caller ID, and spam-mitigation configurations.
- Oversee and ensure compliance with number registration and TCPA/DNC compliance processes, including management of National and State Do Not Call lists.
- Document telephony configurations, call flows, routing logic, and procedures to support consistent execution, troubleshooting, and knowledge sharing.
- Drive the design, implementation, and optimization of call strategies across voice, SMS, and email channels in partnership with Operations and Workforce Management (WFM).
- Own and direct with Five9 API usage and other integrations to enable automation, reporting, and connectivity between telephony and adjacent systems.
- Collaborate with Workforce Management, QA, Operations, Compliance, and IT to ensure telephony configuration supports staffing models, performance goals, and regulatory requirements.
- Lead telephony platform enhancements, system consolidations, and transitions (e.g., migrations into Five9) through configuration, testing, documentation, and operational readiness activities.
- Build and troubleshoot escalated telephony issues related to call routing, dispositions, softphone configuration, and agent-level problems.
- Participate in testing and quality assurance of new dialer campaigns, call flows, integrations, or system changes prior to production deployment.
Requirements
- Bachelor’s Degree or equivalent experience
- 7+ years of experience supporting contact center telephony / CCaaS platforms
- 5+ years hands-on experience administering outbound dialers (Five9 strongly preferred)
- Deep working knowledge of call routing, advanced CCaaS platforms features, and telephony integrations
- Exposure to APIs or system integrations (Five9 APIs preferred)
- Strong troubleshooting skills across telephony platforms and agent environments
- Ability to communicate technical information clearly to operations and leadership partners
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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
outbound dialer administrationcall routingtelephony integrationsFive9 API usagecall maskingbranded caller IDspam-mitigation configurationsTCPA complianceDNC compliancetroubleshooting telephony issues
Soft Skills
communication skillscollaborationleadershipproblem-solvingdocumentationknowledge sharingperformance monitoringanalytical skillsattention to detailorganizational skills
Certifications
Bachelor’s Degree