Senior Telephony Consultant
New
C
Charlie HealthBehavioral 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.
- Proven track record advising on operational implications of telephony decisions.
- Experience supporting contact centers at scale (500+ users across multiple teams).
- Salesforce integration experience including API integrations, call logging, and CTI adapters.
- Excellent communication skills for translating technical concepts to non-technical stakeholders.
- Self-directed and comfortable operating 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, translating technical changes into business impact for stakeholders.
- Design supervisor dashboards and metrics to monitor 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 based on queue dynamics.
- Maintain Salesforce integration with Five9 for call disposition, logging, and sync.
- Create and maintain technical documentation for telephony configurations and processes.
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