Telephony Systems Administrator

Summary

Join Modernize, a QuinStreet division, as a Telephony Systems Administrator and oversee the technical management of our Five9 telephony system. You will coordinate operations between our US team, compliance, and our BPO site in the Philippines. This role demands expertise in telephony system administration and operations management. You will monitor system performance, forecast agent hours, manage compliance, and align telephony workflows with business processes. You'll research the impact of telephony changes, create documentation, ensure compliance, and optimize efficiency. This position requires strong collaboration skills and a technical background.

Requirements

• 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

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.)

Preferred Qualifications

Familiarity with AI speech analytics and contact center reporting tools (e.g., Five9, LevelAI) is a plus

Benefits

• Health care benefits
• Retirement benefits
• The amount of paid days off (paid sick leave, parental leave, paid time off, or vacation benefits)
• Performance bonus or commission
• Equity in the form of restricted stock units
• Any other tax-reportable benefits