Charlie Health logo
Charlie Health

Personalized mental health treatment for teens, young adults & families in crisis.

Senior Telephony Consultant

ConsultantConsultantContractRemoteSeniorTeam 501-1,000H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

9 hours ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Senior Telephony Consultant

Charlie Health

• 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 non-technical stakeholders • Design supervisor dashboards and metrics to improve visibility into dialer performance and agent productivity • Recommend license management strategies to optimize costs and capacity • 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 • Test IVR flows, troubleshoot issues, and implement fixes • Handle day-to-day telephony support requests from operations teams • Maintain Salesforce integration with Five9 (call disposition logging, outbound dialer sync, inbound case creation) • Create and maintain technical documentation for telephony configurations and processes

Job 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
  • Experience building supervisor dashboards and reporting for contact center operations
  • Track record advising on operational implications of telephony decisions, not just technical implementation
  • Experience supporting contact centers at scale (500+ users across multiple teams)
  • Salesforce integration experience (API integrations, call logging, CTI adapters)
  • Healthcare or compliance-heavy industry experience preferred (HIPAA considerations for call recording, PII handling)
  • Excellent communication skills with ability to explain technical concepts to non-technical stakeholders
  • Self-directed and comfortable operating independently as a contractor
  • Passion for mental health and a desire to work in a mission-driven, fast-paced environment

Benefits

  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options

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