Senior Contact Center Telephony 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 do…

• Serve as the primary subject matter expert and point of contact for contact center telephony platforms (CCaaS), supporting VoIP systems, routing logic, and integrations

• Design, configure, and optimize inbound and outbound call flows, including agent and skill-based routing, queue management, and call distribution strategies

• Own and manage predictive and preview dialer strategies, including campaign setup, pacing optimization, and performance tuning

• Support and enhance IVR systems, including call flows, self-service options, and menu optimization to improve routing accuracy and reduce transfers

• Partner with business stakeholders to translate operational needs into technical solutions

• Troubleshoot system issues, lead root cause analysis, and implement long-term fixes to improve stability and performance

• Collaborate with Workforce Management and Operations teams to ensure alignment between staffing models and telephony configurations

• Identify opportunities for automation, system enhancements, and integration improvements across platforms (e.g., CRM, WFM, analytics tools)

• Maintain documentation of system configurations, processes, and best practices

• Stay current on industry trends, platform capabilities, and emerging technologies to continuously improve the contact center ecosystem

• Provide ad hoc support and training to internal teams as needed

About you...

• Bachelor’s degree or equivalent professional experience required

• 4+ 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) preferred

• Experience integrating telephony systems with CRM platforms such as Salesforce preferred

• Integration with PowerBI, CallMiner (or other tool) and Five9 or other systems telephone system preferred

• Strong analytical skills with the ability to interpret performance data and translate insights into system improvements

• Proficiency in Excel and other business tools (Word, PowerPoint, etc.)

• Excellent problem-solving, communication, and stakeholder management skills

• Ability to operate independently in a fast-paced, cross-functional environment

Please note: This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.  

About Progyny:   

Progyny (Nasdaq: PGNY) is a global leader in women’s health and family building solutions, trusted by the nation’s leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians. 

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.  

Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s health benefits.  

Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disrup