Sr. Telephony Administrator
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Job Location:
Atlanta, GA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
The Sr. Telephony Administrator serves as the lead technical specialist and primary owner of Aledades enterprise contact center 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.
Primary Duties
- 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.
Minimum Qualifications
- Bachelors 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
Preferred knowledge skills and/or abilities
- 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
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
Who We Are:
Aledade a public benefit corporation exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014 and since then weve become the largest network of independent primary care in the country - helping practices health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally by creating value-based contracts across a wide variety of health plans we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients good for practices and good for society - and if youre eager to join a collaborative inclusive and remote-first culture - youve come to the right place.
What Does This Mean for You
At Aledade you will be part of a creative culture that is driven by a passion for tackling complex issues with respect open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences interests backgrounds beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment we offer the following comprehensive benefits package designed for the overall well-being of our team members:
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!
At Aledade we dont just accept differences we celebrate them! We strive to attract develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit qualifications performance and business needs. All qualified candidates will receive consideration for employment without regard to age race color national origin gender (including pregnancy childbirth or medical conditions related to pregnancy or childbirth) gender identity or expression religion physical or mental disability medical condition legally protected genetic information marital status veteran status or sexual orientation.
Privacy Policy:By applying for this job you agree to AledadesApplicant Privacy Policy available at may use automated tools including artificial intelligence (AI) to help organize and evaluate application materials. These tools support our recruiters and hiring managers by helping manage large applicant pools. Human judgment plays an essential role in our hiring process including in the oversight and use of any automated tools. If you would like more information about our screening and hiring process please contact us.
Required Experience:
Senior IC
Key Skills
- Hadoop
- Microsoft Windows Server
- Windows
- Apache
- Linux
- SAN
- Shell Scripting
- System Administration
- Administrative Experience
- Scripting
- Oracle
- Troubleshooting
About Company
Aledade works with independent practices, health centers, and clinics to build and lead Accountable Care Organizations (ACOs) anchored in primary care.
