Telephony Integration Administrator - aledade

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.

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.