Telephony Administrator
10 days ago
Cary
Job DescriptionThe Telephony Administrator will provide critical day-to-day support in maintaining and optimizing our contact center systems, with a focus on Five9 and outbound dialer functionality. This role will work under the guidance of the Telephony Manager and serve as a hands-on resource for campaign setup, troubleshooting, agent support, and telephony-related tasks across multiple teams. Primary Duties: • Build, configure, and maintain outbound dialer campaigns in Five9 (Preview, Power, and Progressive)., • Support implementation of call strategies across voice, SMS, and email channels., • Monitor campaign performance and KPIs daily, flagging issues or trends to the Telephony Manager., • Handle technical troubleshooting related to call routing, dispositions, softphone setup, and agent-level issues., • Execute and maintain call masking, branded caller ID, and spam mitigation protocols via partners such as TNSI and Numeracle., • Assist with number registration and DNC compliance, including managing National and State Do Not Call lists., • Coordinate with Workforce Management, QA, and Operations to ensure dialer setup supports staffing and performance goals., • Document configurations, call flows, and processes to support consistent execution and knowledge sharing., • Provide basic admin support across additional systems such as NICE inContact, RingCentral, or Twilio, as needed., • Assist in user provisioning and deactivation for telephony platforms, ensuring correct roles, permissions, and access for agents and supervisors., • Participate in testing and QA of new dialer campaigns, call flows, or system changes before deployment to ensure functionality and minimize disruptions., • Other duties as assigned Minimum Qualifications:, • Bachelor’s Degree or equivalent experience, • 5+ years of experience supporting CCaaS platforms (Five9 highly preferred), • Strong troubleshooting and support skills for telephony systems and contact center tech, • Familiarity with outbound dialing logic, campaign pacing, call dispositions, and IVR functionality, • Understanding of TCPA, caller ID branding, and spam flag prevention best practices., • Comfortable working with cross-functional teams and clearly communicating technical details, • Experience in a healthcare, compliance-driven, or multi-site contact center environment Preferred Qualifications: