Job Description

The Telephony Administrator will maintain and optimize contact center systems, focusing on Five9 and outbound dialer functionality. This role involves campaign setup, troubleshooting, agent support, and collaboration with multiple teams to ensure efficient call center operations.

Responsibilities

• Build and maintain outbound dialer campaigns in Five9
• Support call strategies across voice, SMS, and email
• Monitor campaign performance and KPIs
• Troubleshoot call routing and agent issues
• Manage call masking and DNC compliance
• Coordinate with WFM, QA, and Operations
• Document configurations and processes
• Provide admin support for additional systems
• Assist with user provisioning and deactivation
• Participate in testing and QA of system changes

Requirements

• Bachelor’s Degree or equivalent experience
• 5+ years of experience supporting CCaaS platforms (Five9 preferred)
• Strong troubleshooting skills
• Familiarity with outbound dialing logic and IVR
• Understanding of TCPA and caller ID branding
• Comfortable working with cross-functional teams
• Experience in a healthcare or compliance-driven contact center

Benefits

• No benefits