Charlie Health
Senior Telephony Administrator
Remote, United States · Senior · Contract
Sponsorship not specifiedDetected 21 days ago
ComplianceSalesforceOutbound SalesHIPAALeadershipCommunicationCollaboration
About the role
- This is a strategic + tactical engagement.
Responsibilities
- Design supervisor dashboards and metrics to improve visibility into dialer performance and agent productivity
- Recommend license management strategies to optimize costs and capacity
- Hands-On Implementation & Support:
- Configure and optimize IVR scripts, call routing, and business hours automation across 12 teams with different campaigns, skills, and templates
- Manage progressive dialer configuration and performance tuning based on queue dynamics
- Maintain Salesforce integration with Five9 (call disposition logging, outbound dialer sync, inbound case creation)
- Create and maintain technical documentation for telephony configurations and processes
- We deliver personalized, virtual care rooted in connection-between clients and clinicians, care teams, loved ones, and the communities that support them.
- If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we'd love to meet you.
Requirements
- At least 5 years of hands-on Five9 administration and implementation experience (required)
- Deep expertise in progressive and preview dialer configuration, tuning, and troubleshooting
- Strong understanding of IVR design, call routing, and contact center workflows
- Track record advising on operational implications of telephony decisions, not just technical implementation
- Experience supporting contact centers at scale (500+ users across multiple teams)
- Excellent communication skills with ability to explain technical concepts to non-technical stakeholders
Skills
- Test IVR flows, troubleshoot issues, and implement fixes
- Handle day-to-day telephony support requests from operations teams
Benefits
- Why Charlie Health?
- Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they're met with barriers to care.
- From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported.
- Charlie Health exists to change that.
- Our mission is to connect the world to life-saving behavioral health treatment.
- As a rapidly growing organization, we're reaching more communities every day and building a team that's redefining what behavioral health treatment can look like.
- In addition, Charlie Health will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team.
- All communications with Charlie Health Talent and People Operations professionals will only be sent from @charliehealth.com email addresses.
Company info
- Remote work, with flexibility to align with US business hours
- Direct collaboration with Business Systems team and Operations leadership
- Charlie Health will never ask you to pay a fee or download software as part of the interview process with our company.
Visa & Work Authorization
- You can reply STOP to opt out at any time.
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This listing is sourced directly from Charlie Health's careers page and normalized into a canonical job model.