Senior Telephony Consultant

About the role

We are seeking a Senior Telephony Contractor with deep Five9 expertise to provide strategic guidance and hands-on support for Charlie Health's contact center infrastructure. Supporting 550+ users across 12 teams, this role combines operational consulting with technical implementation to optimize our telephony platform and prepare for our Five9 to Twilio migration. This is a strategic + tactical engagement. You'll advise on best practices and operational implications while also handling day-to-day configuration, troubleshooting, and support. You'll work directly with Business Systems and Operations leadership to rationalize our current Five9 setup, implement progressive dialer improvements, and build the foundation for future telephony architecture.

Responsibilities

• Strategic & Operational:
• 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
• Hands-On Implementation & Support:
• 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

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
• Engagement Details
• Contract duration: 6 months (with potential to extend)
• Remote work, with flexibility to align with US business hours
• Direct collaboration with Business Systems team and Operations leadership
• Our Values
• Connection: Care deeply & inspire hope.
• Congruence: Stay curious & heed the evidence.
• Commitment: Act with urgency & don't give up.
• Please do not call our public clinical admissions line in regard to this or any other job posting.

Benefits

Additional Information

Why Charlie Health? Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they're met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported. Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in connection-between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we're expanding access to meaningful care and driving better outcomes from the comfort of home. As a rapidly growing organization, we're reaching more communities every day and building a team that's redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we'd love to meet you.

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