Senior Call Center Administrator

Progyny, Inc.

Senior Contact Center Telephony Administrator supporting telephony systems at Progyny. Collaborating with Operations, Workforce Management, and Systems teams to drive efficiency and enhance experiences.

Posted 7/14/2026full-timeNew York City • New York • 🇺🇸 United StatesSenior💰 $88,000 - $98,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing and optimizing contact center telephony platforms, including IVR systems and call routing strategies. Proficient in integrating telephony systems with CRM platforms and leveraging analytical skills to enhance performance and operational efficiency.

Highest-signal resume keywords

Contact Center Telephony Platforms AdministrationIVR ConfigurationInbound/Outbound Call RoutingPredictive Dialer ManagementCRM Integration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Routing LogicQueue ManagementPerformance TuningSystem TroubleshootingData AnalysisExcel ProficiencyTelephony System IntegrationCampaign SetupAutomation IdentificationDocumentation Maintenance

Soft Skills

Problem-SolvingCommunicationStakeholder ManagementCollaborationIndependence

Tools & Technologies

Five9GenesysNICEAmazon ConnectVerintSalesforcePowerBICallMiner

Industry Keywords

CCaaSVoIP SystemsWorkforce ManagementCall Distribution StrategiesSelf-Service Options

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

Serve as the primary subject matter expert and point of contact for contact center telephony platforms (CCaaS), supporting VoIP systems, routing logic, and integrations
Design, configure, and optimize inbound and outbound call flows, including agent and skill-based routing, queue management, and call distribution strategies
Own and manage predictive and preview dialer strategies, including campaign setup, pacing optimization, and performance tuning
Support and enhance IVR systems, including call flows, self-service options, and menu optimization to improve routing accuracy and reduce transfers
Partner with business stakeholders to translate operational needs into technical solutions
Troubleshoot system issues, lead root cause analysis, and implement long-term fixes to improve stability and performance
Collaborate with Workforce Management and Operations teams to ensure alignment between staffing models and telephony configurations
Identify opportunities for automation, system enhancements, and integration improvements across platforms (e.g., CRM, WFM, analytics tools)
Maintain documentation of system configurations, processes, and best practices
Stay current on industry trends, platform capabilities, and emerging technologies to continuously improve the contact center ecosystem
Provide ad hoc support and training to internal teams as needed

Requirements

What you’ll need

Bachelor’s degree or equivalent professional experience required
4+ years of experience administering contact center telephony platforms (CCaaS environments)
Proven success and Hands-on experience with inbound/outbound call routing, IVR configuration, and dialer management (predictive dialing, etc. strongly preferred)
Experience with multiple platforms preferred (e.g., Five9, Genesys, NICE, Amazon Connect, etc.). The current platform is Five9 so that would also be preferred.
Familiarity with workforce management platforms (e.g., Verint) preferred
Experience integrating telephony systems with CRM platforms such as Salesforce preferred
Integration with PowerBI, CallMiner (or other tool) and Five9 or other systems telephone system preferred
Strong analytical skills with the ability to interpret performance data and translate insights into system improvements
Proficiency in Excel and other business tools (Word, PowerPoint, etc.)
Excellent problem-solving, communication, and stakeholder management skills
Ability to operate independently in a fast-paced, cross-functional environment

Benefits

Comp & perks

Paid family and parental leave
preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support)
family and pet care fund
Parents’ Employee Affiliation Group
Menopause and midlife care
Health, dental, vision and life insurance options for employees and family
Free in-person, virtual and text-based mental health and wellness support
Paid time off, including vacation, sick leave, personal days and summer flex time
Company equity
Bonus program
401(k) plan with company match
Access to on-demand legal and financial advice
Learning and development programs to help you grow professionally and a mentorship program
Company social events to include annual volunteer day and donation matching
Flex days (3 days a week in the office)
onsite meals and snacks for employees reporting into our NY office