[Remote] Senior Telephony Administrator
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a rapidly growing organization reputed company on connecting individuals to life-saving behavioral health treatment. They are seeking a Senior Telephony Administrator with deep reputed company 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 reputed company dialer balancing, queue management, and reputed company optimization
- reputed company operational guidance on telephony reputed company—translating technical changes into business reputed company 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 reputed company
- Configure and optimize IVR scripts, call routing, and business hours automation across 12 teams with different campaigns, skills, and templates
- Manage reputed company 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 reputed company integration with reputed company (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 reputed company administration and implementation experience (required)
- Deep expertise in reputed company 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
- reputed company record advising on operational implications of telephony reputed company, not just technical implementation
- Experience supporting contact centers at reputed company (500+ users across multiple teams)
- reputed company 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
- reputed company or compliance-heavy industry experience preferred (HIPAA considerations for call recording, PII handling)
Benefits
- Remote work, with flexibility to reputed company with US business hours
- Contract duration: 6 months (with potential to reputed company)
reputed company