Senior Telephony Consultant

Charlie Health

Senior Telephony Consultant at Charlie Health optimizing telephony platform and supporting contact center operations. Focused on Five9 to Twilio migration and hands-on operational consulting.

Posted 6/26/2026contractRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Advise on contact center best practices for progressive dialer balancing, queue management, and capacity optimization
Provide operational guidance on telephony decisions—translating technical changes into business impact for non-technical stakeholders
Design supervisor dashboards and metrics to improve visibility into dialer performance and agent productivity
Recommend license management strategies to optimize costs and capacity
Configure and optimize IVR scripts, call routing, and business hours automation across 12 teams with different campaigns, skills, and templates
Manage progressive dialer configuration and performance tuning based on queue dynamics
Test IVR flows, troubleshoot issues, and implement fixes
Handle day-to-day telephony support requests from operations teams
Maintain Salesforce integration with Five9 (call disposition logging, outbound dialer sync, inbound case creation)
Create and maintain technical documentation for telephony configurations and processes

Requirements

What you’ll need

At least 5 years of hands-on Five9 administration and implementation experience (required)
Deep expertise in progressive and preview dialer configuration, tuning, and troubleshooting
Strong understanding of IVR design, call routing, and contact center workflows
Experience building supervisor dashboards and reporting for contact center operations
Track record advising on operational implications of telephony decisions, not just technical implementation
Experience supporting contact centers at scale (500+ users across multiple teams)
Salesforce integration experience (API integrations, call logging, CTI adapters)
Healthcare or compliance-heavy industry experience preferred (HIPAA considerations for call recording, PII handling)
Excellent communication skills with ability to explain technical concepts to non-technical stakeholders
Self-directed and comfortable operating independently as a contractor
Passion for mental health and a desire to work in a mission-driven, fast-paced environment

Benefits

Comp & perks

Remote work, with flexibility to align with US business hours

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Five9 administrationprogressive dialer configurationIVR designcall routingsupervisor dashboardsreportingtelephony supporttroubleshootingcapacity optimizationlicense management

Soft Skills

communication skillsself-directedindependent operationadvisingtechnical translationproblem-solvingcollaborationorganizational skillsadaptabilitypassion for mental health