The Sr. CCaaS Administrator (Internally called 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.
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.
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
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
Prolonged periods of sitting at a desk and working on a computer.
Arlington
Sr. CCaaS Administrator