Modernize · 17 hours ago
Telephony Systems Administrator
United States
Full-time
Remote
Mid Level
$60K/yr - $95K/yr
3+ years exp
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Responsibilities
Manage, configure, troubleshoot, and optimize the Five9 telephony system to ensure efficient operations in an outbound lead generation environment.
Monitor telephony system performance metrics, including call routing, agent performance, and IVR systems, ensuring minimal downtime and high-quality call handling.
Test and document changes to the telephony system, ensuring any adjustments are aligned with operational goals and business needs.
Research and analyze the impact of telephony changes on system performance, agent efficiency, and revenue metrics.
Collaborate with IT, data, and operations teams to integrate the telephony system with other business tools and ensure seamless data flows.
Maintain and update detailed documentation of system configurations, workflows, and troubleshooting processes.
Act as a primary liaison between the US-based management team, internal compliance, and the BPO team in the Philippines, ensuring smooth communication and alignment on processes.
Forecast agent hours required for the month based on call volume, business trends, and operational demand to ensure staffing aligns with goals.
Coordinate regular updates and reports on performance metrics, agent productivity, and compliance standards between the US and BPO teams.
Work closely with compliance teams to ensure telephony processes adhere to regulatory requirements, industry best practices, and business objectives.
Facilitate communication between the scripting, telephony, and AI quality analytics teams to ensure that adjustments and improvements align with operational and business goals.
Schedule and lead regular operational review meetings with the BPO management team and other stakeholders to discuss performance metrics and operational challenges.
Develop and manage dashboards and reports to track agent performance, call metrics, system uptime, and compliance.
Provide regular insights and feedback to leadership on telephony performance, system enhancements, and areas of improvement.
Collaborate with data analysts to ensure accurate reporting and visibility into key metrics (revenue, conversion rates, agent performance, etc.).
Qualification
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Required
Bachelor's degree in Information Technology, Operations Management, Business Administration, or a related field.
3+ years of experience in telephony system administration (Five9 experience preferred) with a deep understanding of call routing, IVR systems, and performance tracking.
Experience in operations management, particularly within a BPO or contact center environment.
Experience in forecasting agent hours and managing workforce planning.
Proven ability to document and test telephony changes and assess their impact on business performance.
Ability to coordinate between cross-functional teams including engineering, compliance, operations, and BPO management.
Strong problem-solving skills with a technical background and operational mindset.
Excellent communication skills for collaborating across teams and presenting findings to leadership.
Experience with compliance processes in a telephony environment, ensuring alignment with communication laws and regulations.
Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
Preferred
Five9 experience preferred.
Familiarity with AI speech analytics and contact center reporting tools (e.g., Five9, LevelAI) is a plus.
Benefits
Health care benefits
Retirement benefits
Paid days off (paid sick leave, parental leave, paid time off, or vacation benefits)
Any other tax-reportable benefits
Company
Modernize
Modernize is a tech company based in Austin, TX that connects homeowners interested in having projects done with contractors
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2020-07-14Acquired· by QuinStreet
Leadership Team
Cassie Morien
Director of Strategy | Co-founder of Ladies of Modernize
John Mangual
Mid-Market Partner Manager
Recent News
2024-05-07
2024-03-19
2024-01-10
Company data provided by crunchbase
