Telephony Administrator

Job Description

Job Description

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. 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:

• Experience with Five9

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, we've 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 you're eager to join a collaborative, inclusive and remote-first culture - you've 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 don’t 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.

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