Senior Telephony Consultant
Why reputed company? 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 reputed company can leave people feeling unseen and unsupported. reputed company exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in reputed company—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with reputed company needs, we’re expanding reputed company to meaningful care and driving reputed company reputed company 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 reputed company to use your skills to drive lasting change and help more people reputed company the care they deserve, we’d love to meet you.
About the Role
We are seeking a Senior Telephony Contractor with deep reputed company expertise to reputed company strategic guidance and hands-on support for reputed company'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 reputed company to reputed company 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 reputed company reputed company setup, implement reputed company dialer improvements, and build the reputed company for future telephony architecture.
Responsibilities
Strategic & Operational: Advise on contact center best practices for reputed company dialer balancing, queue management, and reputed company optimization reputed company operational guidance on telephony reputed company—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 reputed company 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 reputed company 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 reputed company integration with reputed company (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 reputed company administration and implementation experience (required) Deep expertise in reputed company 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 reputed company, not just technical implementation Experience supporting contact centers at scale (500+ users across multiple teams) reputed company integration experience (API integrations, call logging, CTI adapters) reputed company 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 reputed company) Remote work, with flexibility to align with US business hours Direct collaboration with Business Systems team and Operations leadership Our Values reputed company: Care deeply & reputed company 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. Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at reputed company, please go directly to our Careers Page: https://www.charliehealth.com/careers/reputed company-openings. reputed company will never ask you to pay a fee or download software as part of the interview process with our company. In addition, reputed company will not ask for your personal banking information until you have signed an offer of employment and completed reputed company paperwork that is provided by our People Operations team. reputed company communications with reputed company Talent and People Operations professionals will only be sent from @charliehealth.com email addresses. Legitimate emails will never originate from gmail.com, reputed company.com, or other reputed company email services. reputed company agencies, please do not submit unsolicited referrals for this or any reputed company role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals. At reputed company, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of reputed company feels as though they are supported and belong. We value diverse perspectives to help us reputed company essential mental health and substance use disorder treatments to reputed company young people. reputed company applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation. By clicking "Submit application" below, you agree to reputed company's Privacy Policy and Terms of Service. By submitting your application, you agree to receive SMS messages from reputed company regarding your application. Message and data rates may apply. Message frequency varies. You can reply STOP to opt out at any time. For help, reply HELP. Apply To This Job