Telephony Administrator - Remote

Overview

The 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.

In Short

• Build, configure, and maintain outbound dialer campaigns in Five9.
• Support implementation of call strategies across voice, SMS, and email channels.
• Monitor campaign performance and KPIs daily.
• Handle technical troubleshooting related to call routing and agent-level issues.
• Execute and maintain call masking and spam mitigation protocols.
• Assist with number registration and DNC compliance.
• Coordinate with Workforce Management and QA.
• Document configurations and call flows.
• Provide basic admin support across telephony systems.
• Participate in testing and QA of new dialer campaigns.

Requirements

• Bachelor’s Degree or equivalent experience.
• 5+ years of experience supporting CCaaS platforms.
• Strong troubleshooting skills for telephony systems.
• Familiarity with outbound dialing logic and IVR functionality.
• Understanding of TCPA and caller ID branding best practices.
• Comfortable working with cross-functional teams.
• Experience in a compliance-driven contact center environment.

Benefits

• Opportunity to work with advanced telephony systems.
• Collaboration with cross-functional teams.
• Hands-on experience in campaign management.
• Supportive work environment focused on compliance.