The Sr. CCaaS Administrator (Internally called Sr. Telephony Administrator) serves as the lead technical specialist and primary owner of Aledade’s enterprise contact center environment. This role is responsible for the high-level configuration, proactive support, and continuous optimization of our telephony platforms to ensure seamless connectivity for our clinical and operations teams. Beyond daily maintenance, the Administrator possesses the autonomy to adapt system settings to meet shifting business demands, ensuring our communication infrastructure remains scalable, compliant, and highly performant.
We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home across US time zones.
Primary Duties
Build, configure, and maintain outbound dialer campaigns, including pacing, dispositions, campaign logic, and list strategies. Monitor campaign performance and telephony KPIs, identifying issues or trends and escalating findings to Telephony leadership as needed. Own and oversee SIP trunk configurations, carrier integrations, and call routing changes under the direction of Telephony leadership. Execute and maintain call masking, branded caller ID, and spam-mitigation configurations. Oversee and ensure compliance with number registration and TCPA/DNC compliance processes, including management of National and State Do Not Call lists. Document telephony configurations, call flows, routing logic, and procedures to support consistent execution, troubleshooting, and knowledge sharing. Drive the design, implementation, and optimization of call strategies across voice, SMS, and email channels in partnership with Operations and Workforce Management (WFM). Own and direct with Five9 API usage and other integrations to enable automation, reporting, and connectivity between telephony and adjacent systems. Collaborate with Workforce Management, QA, Operations, Compliance, and IT to ensure telephony configuration supports staffing models, performance goals, and regulatory requirements. Lead telephony platform enhancements, system consolidations, and transitions (e.g., migrations into Five9) through configuration, testing, documentation, and operational readiness activities. Build and troubleshoot escalated telephony issues related to call routing, dispositions, softphone configuration, and agent-level problems. Participate in testing and quality assurance of new dialer campaigns, call flows, integrations, or system changes prior to production deployment.
Minimum Qualifications
Bachelor’s Degree or equivalent experience 7+ years of experience supporting contact center telephony / CCaaS platforms 5+ years hands-on experience administering outbound dialers (Five9 strongly preferred) Deep working knowledge of call routing, advanced CCaaS platforms features, and telephony integrations Exposure to APIs or system integrations (Five9 APIs preferred) Strong troubleshooting skills across telephony platforms and agent environments Ability to communicate technical information clearly to operations and leadership partners
Preferred knowledge, skills, and/or abilities
Experience supporting healthcare, compliance-driven, or multi-site contact center environments Experience supporting telephony platform transitions or system consolidations Familiarity with call reputation management, branded caller ID, and spam mitigation best practices (e.g., TNSI, Numeracle) Experience partnering with Workforce Management, QA, Compliance, and IT teams Exposure to additional platforms such as NICE inContact, RingCentral, or Twilio
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all unite