Telephony Administrator at Aledade

Augusta, Georgia, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Contact CenterIndustries

Requirements

Bachelor’s Degree or equivalent experience
5+ years of experience supporting CCaaS platforms (Five9 highly preferred)
Strong troubleshooting and support skills for telephony systems and contact center tech
Familiarity with outbound dialing logic, campaign pacing, call dispositions, and IVR functionality
Understanding of TCPA, caller ID branding, and spam flag prevention best practices
Comfortable working with cross-functional teams and clearly communicating technical details
Experience in a healthcare, compliance-driven, or multi-site contact center environment
(Preferred) Experience with Five9

Responsibilities

Build, configure, and maintain outbound dialer campaigns in Five9 (Preview, Power, and Progressive)
Support implementation of call strategies across voice, SMS, and email channels
Monitor campaign performance and KPIs daily, flagging issues or trends to the Telephony Manager
Handle technical troubleshooting related to call routing, dispositions, softphone setup, and agent-level issues
Execute and maintain call masking, branded caller ID, and spam mitigation protocols via partners such as TNSI and Numeracle
Assist with number registration and DNC compliance, including managing National and State Do Not Call lists
Coordinate with Workforce Management, QA, and Operations to ensure dialer setup supports staffing and performance goals
Document configurations, call flows, and processes to support consistent execution and knowledge sharing
Provide basic admin support across additional systems such as NICE inContact, RingCentral, or Twilio, as needed
Assist in user provisioning and deactivation for telephony platforms, ensuring correct roles, permissions, and access for agents and supervisors
Participate in testing and QA of new dialer campaigns, call flows, or system changes before deployment to ensure functionality and minimize disruptions
Other duties as assigned

Skills

Key technologies and capabilities for this role

Five9Outbound DialingCampaign SetupCall RoutingTroubleshootingDNC ComplianceCall FlowsSoftphone SetupNICE inContactRingCentralTwilioUser ProvisioningKPIs MonitoringSpam Mitigation

Questions & Answers

Common questions about this position

What experience is required for the Telephony Administrator role?

Minimum qualifications include a Bachelor’s Degree or equivalent experience, 5+ years supporting CCaaS platforms (Five9 highly preferred), strong troubleshooting skills for telephony systems, familiarity with outbound dialing logic and IVR, understanding of TCPA and spam prevention, and experience in healthcare or compliance-driven contact centers.

Is the Telephony Administrator position remote or on-site?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like at Aledade?

Aledade is a public benefit corporation focused on empowering independent primary care practices to deliver better care and thrive in value-based care, emphasizing continuity of care and aligning incentives in healthcare.

What makes a strong candidate for the Telephony Administrator position?

Candidates with Five9 experience stand out, along with a background in healthcare or compliance-driven contact centers, strong cross-functional collaboration skills, and deep knowledge of outbound dialing, TCPA compliance, and contact center technologies.

Aledade

Supports independent primary care practices

About Aledade

Aledade operates in the primary care sector, focusing on supporting independent primary care practices. The company provides these practices with essential support and data to help them navigate the challenges of the changing healthcare landscape. Aledade offers personalized, on-the-ground assistance, ensuring that practices have timely access to the right data to improve the quality of care they deliver to their communities. Additionally, Aledade has developed a proprietary technology application that gives practices insights about their patients, further enhancing their care capabilities. Unlike many competitors, Aledade is dedicated to the success of independent practices, making it the largest network of its kind in the nation. The company's goal is to empower these practices to thrive and provide high-quality care through its support services and technology.

Bethesda, MarylandHeadquarters

2014Year Founded

$662MTotal Funding

SERIES_FCompany Stage

Enterprise Software, HealthcareIndustries

1,001-5,000Employees

Risks

Increased competition from platforms like Privia Health threatens Aledade's market share.

Integration challenges from acquiring Medical Advantage may disrupt operations in Michigan.

Rapid technological advancements require continuous updates to Aledade's technology platform.

Differentiation

Aledade partners with independent primary care physicians to create Accountable Care Organizations.

The company offers a proprietary technology platform for timely patient insights.

Aledade provides personalized, on-the-ground support to enhance care quality.

Upsides

Aledade's acquisition of Medical Advantage expands its presence in Michigan significantly.

The rise of telehealth creates new opportunities for Aledade's primary care practices.

Aledade's focus on value-based care aligns with increasing demand for ACOs.

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