Telephony and Dialer Engineer, Remote

Aledade Plus is searching for a Telephony and Dialer Engineer to join the team. The Telephony and Dialer Engineer will play a pivotal role in implementing and optimizing CCaaS and related technologies while developing and executing integrated contact strategies for the A+ Patient Engagement Teams across various modalities (Call/Text/Email). These initiatives aim to improve efficiency, service levels, patient experience, contact, and conversion rates across various verticals. 

Primary Duties:

• Essential duties performed on a daily/weekly basis
• Lead the strategy, planning, design, project execution, and overall health of the CCaaS and related infrastructure.
• Perform health assessments on current CPaaS/CCaaS platforms, identifying configuration opportunities and owning project remediation efforts.
• Oversee full scope of offboarding, integration, and implementation of telephony platforms across multiple A+ teams.
• Responsible for running all integrated contact strategies, using email and SMS in conjunction with Preview and Progressive dialers campaigns.
• Create reports and dashboards to identify trends and gather essential input for optimizing the effectiveness of various omnichannel campaigns.
• Maintain conformity to outpulse configurations to ensure proper CallerID and identification consistency. 
• Ensure compliance with TCPA, National Do Not Call Registry, opt out, and time of day allowances.
• Coordinate operational and project support through collaboration with cross-functional stakeholders (e.g. Product, IT, Workforce Management).
• Serve as the primary point of contact for all telephony and related patient engagement vendors.
• Guides leadership staff in formulating and implementing specific initiatives and yearly business objectives for the patient engagement teams.
• Serves as a subject matter expert for contact center telephony, documentation, and agent-facing system implementations.

Minimum Qualifications:

• A minimum of 10 years experience in the design, configuration, implementation, and running of CCaaS platforms (Extensive NICE/RingCentral experience required, Twilio, Five9 or other platforms a plus).
• Minimum of 5 years experience running multi-modal contact strategy cadences, including outbound dialers (Preview, Power, and Progressive modes) with integrated SMS and email.
• Experience with CRM and API integrations across multiple platforms.
• Advanced experience with CNAM, call branding, CallerID technology (Hiya, Neustar, Numeracle)
• Experience with ACD and IVR engineering, queue management, VOIP architecture, UCaaS platforms, and telephony optimization configurations.
• Experience configuring, developing and troubleshooting complex call flows.
• Strong knowledge of quality assurance platforms, including sentiment analysis, post-call surveys, and embedded telephony QA functionality.
• Comprehensive understanding of workforce management methodologies, tools, and metrics. 
• Understanding of conversational AI, interactive virtual agents, intent classification, speech-to-text technologies, bots, agent assist, and automation / call deflection tools.
• Understanding of relevant state and federal laws related to compliance with TCPA, National Do Not Call Registry, SMS, dialers, and FCC.

Preferred Key Skills and Abilities:

• CCCE (Contact Center Engineer) certification
• Interaction Dialer Certified Engineer (IDCE) certification
• Advanced excel proficiency 
• Strong analytical abilities to interpret data, identify patterns, and make data-driven decisions
• Effective communication and collaboration skills with a drive to build trust and teach other

Physical Requirements:

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

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 payers, 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 2 Paid Volunteer Days & 11 paid holidays

12 weeks paid Parental Leave for all new parents

6 weeks paid sabbatical after 6 years of service

Educational Assistant Program & Clinical Employee Reimbursement Program

401(K) with up to 4% match

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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.