Note: The job is a remote job and is open to candidates in USA. Charlie Health is a rapidly growing organization focused on connecting individuals to life-saving behavioral health treatment. They are seeking a Senior Telephony Administrator with deep Five9 expertise to optimize their contact center infrastructure, supporting over 550 users across multiple teams. The role involves both strategic guidance and hands-on support to enhance telephony operations.
Responsibilities
- Advise on contact center best practices for progressive dialer balancing, queue management, and capacity optimization
- Provide operational guidance on telephony decisions—translating technical changes into business impact for non-technical stakeholders
- Design supervisor dashboards and metrics to improve visibility into dialer performance and agent productivity
- Recommend license management strategies to optimize costs and capacity
- Configure and optimize IVR scripts, call routing, and business hours automation across 12 teams with different campaigns, skills, and templates
- Manage progressive dialer configuration and performance tuning based on queue dynamics
- Test IVR flows, troubleshoot issues, and implement fixes
- Handle day-to-day telephony support requests from operations teams
- Maintain Salesforce integration with Five9 (call disposition logging, outbound dialer sync, inbound case creation)
- Create and maintain technical documentation for telephony configurations and processes
Skills
- At least 5 years of hands-on Five9 administration and implementation experience (required)
- Deep expertise in progressive and preview dialer configuration, tuning, and troubleshooting
- Strong understanding of IVR design, call routing, and contact center workflows
- Experience building supervisor dashboards and reporting for contact center operations
- Track record advising on operational implications of telephony decisions, not just technical implementation
- Experience supporting contact centers at scale (500+ users across multiple teams)
- Salesforce integration experience (API integrations, call logging, CTI adapters)
- Excellent communication skills with ability to explain technical concepts to non-technical stakeholders
- Self-directed and comfortable operating independently as a contractor
- Passion for mental health and a desire to work in a mission-driven, fast-paced environment
- Healthcare or compliance-heavy industry experience preferred (HIPAA considerations for call recording, PII handling)
Benefits
- Remote work, with flexibility to align with US business hours
- Contract duration: 6 months (with potential to extend)
Company Overview