Senior Telephony Consultant
New
C
Charlie Health Engineering, Product & DesignBehavioral healthcare
Remote, United States, Flexibility to align with US business hoursContractSenior
Salary not disclosed
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Job Details
- Experience
- At least 5 years of hands-on Five9 administration and implementation experience
- Required Skills
- Salesforce
Requirements
- At least 5 years of hands-on Five9 administration and implementation experience
- 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
- Demonstrated ability advising on operational implications of telephony decisions
- Experience supporting contact centers at scale (500+ users)
- Salesforce integration experience including API integrations, call logging, and CTI adapters
- Healthcare or compliance-heavy industry experience preferred
- Excellent communication skills with the ability to explain technical concepts
- Ability to operate independently as a contractor
Responsibilities
- Advise on contact center best practices for progressive dialer balancing, queue management, and capacity optimization
- Provide operational guidance on telephony decisions and their business impact
- Design supervisor dashboards and metrics to improve dialer performance and agent productivity
- Configure and optimize IVR scripts, call routing, and business hours automation across 12 teams
- Manage progressive dialer configuration and performance tuning
- Maintain Salesforce integration with Five9 for call disposition, outbound sync, and inbound case creation
- Handle day-to-day telephony support requests and troubleshoot issues
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