Telephony Integration Administrator

The Telephony Solutions Administrator is responsible for driving the design, implementation, and support of Aledade's telephony, integration, and AI solutions. This role will lead API development, system integrations, telephony engineering, and security coordination to ensure the delivery of secure, scalable, and dependable systems. Additionally, this role is critical in modernizing contact center operations through automation, AI initiatives, and platform upgrades, while maintaining the performance and reliability of the Five9 platform and supporting telephony infrastructure.

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Primary Duties

Architecture & Design

• Design, develop, and maintain REST API integrations, automation, and system connectivity between Five9, AI solutions, internal applications 

• Lead technical implementation of telephony and AI initiatives, including platform migrations, workflow automation, and enterprise contact center enhancements 

• Design, configure, and optimize Five9 solutions, including dialer campaigns, call routing, IVRs, queues, skills, and workflow automation 

• Develop, test, and deploy APIs, integrations, telephony enhancements, and production changes while ensuring operational readiness and system stability 

Vendor & Stakeholder Management

• Partner with Information Security, Compliance, IT, and business stakeholders to support security reviews, SOX controls, risk assessments, vendor onboarding, and implementation of technical requirements 

• Manage technical relationships with telephony, carrier, AI, and integration vendors to support implementations, issue resolution, platform enhancements, and ongoing system performance

Optimization & Support

• Support SIP trunk configurations, carrier connectivity, telephony infrastructure, and related platform engineering activities

• Monitor, troubleshoot, and resolve platform, integration, and telephony issues while coordinating with internal teams and external vendors

• Create and maintain technical documentation for system architecture, APIs, integrations, telephony configurations, and operational procedures

• Research, evaluate, and recommend emerging AI, telephony, automation, and contact center technologies that improve operational efficiency and scalability

Other duties as assigned 

Minimum Qualifications

• Bachelor’s Degree or equivalent experience

• 4+ years of experience supporting contact center technology, systems engineering, telephony platforms, or enterprise technology solutions.

• Experience administering Five9 or another enterprise CCaaS platform, including ability to think strategically and architect how the telephony CCaaS system and its features will integrate and function within the organization’s broader technology ecosystem.

• Automation familiarity with low-code automation tools or basic scripting (JavaScript/Python) to interact with REST APIs.

• Skilled at navigating security reviews, using Jira to document workflows, and integrating various systems and tools that operate on the telephony platform.

• Experience supporting enterprise technology implementations, platform migrations, or technical projects.

• Experience partnering with Information Security and Compliance teams to support security reviews, SOX controls, vendor assessments, or technical compliance requirements.

• Working knowledge of SIP trunking, telephony infrastructure, and carrier connectivity.

• Proven ability to analyze and synthesize data to develop sound conclusions.

• Ability to communicate technical concepts effectively with both technical and business stakeholders.

• Ability to understand current workflows and processes and how these can be impacted by larger system changes, application updates, or enhancements.

• Highly motivated mindset to explore, test, and implement new technology

Preferred Qualifications

• Experience implementing AI or automation solutions within a contact center 

• Experience with Five9 APIs, SDKs, and developer tools.

• Experience supporting healthcare or other regulated environments

• Working knowledge of SQL, JavaScript, Python, PowerShell, or similar scripting languages.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

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Who We Are:

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

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)

Two paid volunteer days and 11 paid holidays

12 weeks paid parental leave for all new parents

Six weeks paid sabbatical after six years of service

Educational Assistant Program and Clinical Employee Reimbursement Program

401(k) with up to 4% match

Stock options

And much more!

At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

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