Sr. Telephony Administrator

Aledade • Atlanta, GA

10d • Remote

About The Position

The Sr. Telephony Administrator serves as the lead technical specialist and primary owner of Aledade’s enterprise contact center environment. This role is responsible for the high-level configuration, proactive support, and continuous optimization of our telephony platforms to ensure seamless connectivity for our clinical and operations teams. Beyond daily maintenance, the Administrator possesses the autonomy to adapt system settings to meet shifting business demands, ensuring our communication infrastructure remains scalable, compliant, and highly performant. We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home across US time zones.

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

Nice To Haves

• Experience supporting healthcare, compliance-driven, or multi-site contact center environments
• Experience supporting telephony platform transitions or system consolidations
• Familiarity with call reputation management, branded caller ID, and spam mitigation best practices (e.g., TNSI, Numeracle)
• Experience partnering with Workforce Management, QA, Compliance, and IT teams
• Exposure to additional platforms such as NICE inContact, RingCentral, or Twilio

Responsibilities

• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level