Senior Telephony Consultant
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Telephony Consultant based in the United States.
Join a mission-driven organization transforming access to behavioral healthcare through innovative technology. As a Senior Telephony Consultant, you will play a pivotal role in optimizing and modernizing a large-scale contact center environment that supports hundreds of users across multiple operational teams. This hands-on consulting engagement combines strategic advisory responsibilities with technical implementation, allowing you to influence both current operations and future telephony architecture. Working closely with Business Systems and Operations leaders, you will enhance platform performance, streamline workflows, and help prepare a seamless transition to next-generation communication technologies. This fully remote contract offers the opportunity to make a meaningful impact while working in a collaborative, fast-paced environment.
Accountabilities:
- Provide strategic guidance on contact center operations, including progressive dialer optimization, queue management, capacity planning, and telephony best practices.
- Configure, maintain, and optimize telephony infrastructure, including IVR workflows, call routing, business hours automation, and multi-team contact center operations.
- Design and implement supervisor dashboards, reporting tools, and performance metrics to improve operational visibility and agent productivity.
- Support the day-to-day administration of telephony systems by troubleshooting issues, resolving support requests, and ensuring platform reliability.
- Maintain and enhance CRM integrations, including call logging, outbound dialer synchronization, and inbound workflow automation.
- Recommend licensing strategies and platform improvements that optimize operational efficiency and cost management.
- Develop technical documentation, configuration standards, and operational processes to support long-term scalability.
- Collaborate with business stakeholders to translate technical solutions into measurable business outcomes while supporting future telephony migration initiatives.
- Minimum of 5 years of hands-on experience administering and implementing Five9 contact center solutions.
- Deep expertise in progressive and preview dialer configuration, IVR design, call routing, and contact center workflow optimization.
- Experience supporting enterprise-scale contact center environments with 500+ users across multiple teams.
- Strong background in Salesforce integrations, including CTI adapters, API integrations, call disposition logging, and related workflows.
- Demonstrated ability to advise business leaders on the operational impact of telephony decisions beyond technical implementation.
- Experience designing reporting dashboards and performance metrics for contact center operations.
- Knowledge of healthcare or other highly regulated environments, including compliance considerations such as HIPAA and data privacy, is preferred.
- Excellent communication and stakeholder management skills, with the ability to explain complex technical concepts to non-technical audiences.
- Self-motivated, highly organized, and comfortable working independently in a remote consulting environment.
- Passion for leveraging technology to improve operational efficiency and support organizations with meaningful social impact.
- 6-month remote contract with potential for extension.
- Fully remote work with flexibility around U.S. business hours.
- Opportunity to support a large-scale enterprise contact center serving hundreds of users.
- High-impact consulting role with direct collaboration alongside Business Systems and Operations leadership.
- Opportunity to influence future telephony architecture and modernization initiatives.
- Dynamic, mission-driven environment focused on innovation, collaboration, and continuous improvement.