Senior Telephony Consultant

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Charlie Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

⚕️ Healthcare Insurance

🧘 Wellness

💰 Seed Round on 2020-06

Healthcare Insurance • Wellness

Charlie Health is a provider of personalized intensive therapy and virtual Intensive Outpatient Programs (IOP) targeting mental health challenges. They cater to both teens and adults, offering a comprehensive treatment approach that includes therapies such as Cognitive Behavioral Therapy (CBT), Dialectical Behavior Therapy (DBT), and art and music therapy, among others. The company aims to provide immediate access and flexible scheduling to accommodate patients' needs, focusing on various conditions like anxiety, depression, self-harm, and substance use disorders. Charlie Health emphasizes measurable outcomes and connection with peers to foster long-term healing, with services available in as little as 24 hours.

📋 Description

• 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 • 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

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options