Aledade, Inc. is hiring a
Telephony and Dialer Engineer

Summary

Aledade Plus is seeking a Telephony and Dialer Engineer to implement and optimize CCaaS technologies, develop contact strategies, and ensure compliance with relevant laws. The role requires extensive experience in CCaaS platforms, multi-modal contact strategy cadences, CRM and API integrations, and understanding of conversational AI and related technologies.

Requirements

• A minimum of 10 years experience in the design, configuration, implementation, and running of CCaaS platforms (Extensive NICE/RingCentral experience required, Twilio, Five9 or other platforms a plus)
• Minimum of 5 years experience running multi-modal contact strategy cadences, including outbound dialers (Preview, Power, and Progressive modes) with integrated SMS and email
• Experience with CRM and API integrations across multiple platforms
• Advanced experience with CNAM, call branding, CallerID technology (Hiya, Neustar, Numeracle)
• Experience with ACD and IVR engineering, queue management, VOIP architecture, UCaaS platforms, and telephony optimization configurations
• Experience configuring, developing and troubleshooting complex call flows
• Strong knowledge of quality assurance platforms, including sentiment analysis, post-call surveys, and embedded telephony QA functionality
• Comprehensive understanding of workforce management methodologies, tools, and metrics
• Understanding of conversational AI, interactive virtual agents, intent classification, speech-to-text technologies, bots, agent assist, and automation / call deflection tools
• Understanding of relevant state and federal laws related to compliance with TCPA, National Do Not Call Registry, SMS, dialers, and FCC

Responsibilities

• Lead the strategy, planning, design, project execution, and overall health of the CCaaS and related infrastructure
• Perform health assessments on current CPaaS/CCaaS platforms, identifying configuration opportunities and owning project remediation efforts
• Oversee full scope of offboarding, integration, and implementation of telephony platforms across multiple A+ teams
• Run all integrated contact strategies, using email and SMS in conjunction with Preview and Progressive dialers campaigns
• Create reports and dashboards to identify trends and gather essential input for optimizing the effectiveness of various omnichannel campaigns
• Maintain conformity to outpulse configurations to ensure proper CallerID and identification consistency
• Ensure compliance with TCPA, National Do Not Call Registry, opt out, and time of day allowances
• Coordinate operational and project support through collaboration with cross-functional stakeholders (e.g. Product, IT, Workforce Management)
• Serve as the primary point of contact for all telephony and related patient engagement vendors
• Guides leadership staff in formulating and implementing specific initiatives and yearly business objectives for the patient engagement teams
• Serves as a subject matter expert for contact center telephony, documentation, and agent-facing system implementations

Preferred Qualifications

• CCCE (Contact Center Engineer) certification
• Interaction Dialer Certified Engineer (IDCE) certification
• Advanced excel proficiency
• Strong analytical abilities to interpret data, identify patterns, and make data-driven decisions
• Effective communication and collaboration skills with a drive to build trust and teach others

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners
• Robust time off plan (21 days of PTO in your first year, 2 Paid Volunteer Days & 11 paid holidays)
• 12 weeks paid Parental Leave for all new parents
• 6 weeks paid sabbatical after 6 years of service
• Educational Assistant Program & Clinical Employee Reimbursement Program
• 401(K) with up to 4% match
• Stock options