Senior Call Center Administrator

Thank you for considering Progyny!We are seeking a Senior Contact Center Telephony Administrator to support Progyny’s continued growth. This role will serve as a subject matter expert across contact center platforms, owning the design, configuration, and optimization of telephony systems that power both inbound and outbound operations. The ideal candidate brings strong experience in cloud contact center platforms, with a focus on scalability, automation, and performance optimization. Experience with Five9 is preferred.You will partner cross-functionally with Operations, Workforce Management, and Systems teams to drive efficiency, improve reliability, and enhance the overall member and agent experience.What you’ll be doing…Serve as the primary subject matter expert and point of contact for contact center telephony platforms (CCaaS), supporting VoIP systems, routing logic, and integrationsDesign, configure, and optimize inbound and outbound call flows, including agent and skill-based routing, queue management, and call distribution strategiesOwn and manage predictive and preview dialer strategies, including campaign setup, pacing optimization, and performance tuningSupport and enhance IVR systems, including call flows, self-service options, and menu optimization to improve routing accuracy and reduce transfersPartner with business stakeholders to translate operational needs into technical solutionsTroubleshoot system issues, lead root cause analysis, and implement long-term fixes to improve stability and performanceCollaborate with Workforce Management and Operations teams to ensure alignment between staffing models and telephony configurationsIdentify opportunities for automation, system enhancements, and integration improvements across platforms (e.g., CRM, WFM, analytics tools)Maintain documentation of system configurations, processes, and best practicesStay current on industry trends, platform capabilities, and emerging technologies to continuously improve the contact center ecosystemProvide ad hoc support and training to internal teams as neededAbout You…Bachelor’s degree or equivalent professional experience required4+ years of experience administering contact center telephony platforms (CCaaS environments)Proven success and Hands-on experience with inbound/outbound call routing, IVR configuration, and dialer management (predictive dialing, etc.  strongly preferred)Experience with multiple platforms preferred (e.g., Five9, Genesys, NICE, Amazon Connect, etc.). The current platform is Five9 so that would also be preferred.Familiarity with workforce management platforms (e.g., Verint) preferredExperience integrating telephony systems with CRM platforms such as Salesforce preferredIntegration with PowerBI, CallMiner (or other tool) and Five9 or other systems telephone system preferredStrong analytical skills with the ability to interpret performance data and translate insights into system improvementsProficiency in Excel and other busine...